Customer Service Manager

🕒 Julho 8

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Parcelhero

SiteLinkedInTodas as Vagas

51 - 200 funcionários

Fundada em 2014

📦 Logística

🚗 Transporte

💰 Private Equity Round em 2021-11

Logistics • Transport

A ParcelHero é uma empresa de logística especializada em serviços de entrega de encomendas. Ela oferece uma variedade de opções de envio, incluindo entregas no Reino Unido e internacionais, entrega de volumes grandes e serviços para documentos e pacotes. A ParcelHero disponibiliza uma plataforma para comparar preços e prazos de entrega entre diversas transportadoras, como DHL, UPS e FedEx. A empresa tem como objetivo entregar encomendas de forma confiável e eficiente, com recursos como rastreamento de encomendas, comparação de preços e um site fácil de usar.

Descrição

• Manage and develop a team of team leaders overseeing a 50-strong remote customer service team, setting clear performance expectations and fostering high performance under pressure. • Work closely with the Customer Experience and QA teams on customer journey optimisation, process improvement, and automation initiatives - ensuring the customer service team's insights and frontline experience feed directly into these efforts. • Collect and analyse customer feedback (e.g., surveys, reviews) alongside the Customer Experience team to identify pain points and opportunities to enhance the overall experience. • Track and improve key service metrics, such as Net Promoter Score (NPS), customer satisfaction, and customer effort score, driving quality of service across the team. • Collaborate with marketing, product, and technology teams to ensure all customer touchpoints (website, booking platform, support) align with customer needs and expectations. • Develop communication strategies to improve how customers are informed about delivery updates, service disruptions, and issue resolutions. • Identify opportunities to introduce new services, tools, or processes that enhance the customer experience, working with the relevant teams to bring them to life. • Support initiatives to provide customers with educational content (e.g., how-to guides, FAQs) to improve self-service options and reduce the need for support. • Liaise with courier partners (DHL, FedEx, UPS) to ensure they provide services that meet or exceed customer expectations.

🎯 Requisitos

• A minimum of 10 years' customer service experience. • A minimum of 7 years' experience in a customer service management role, including direct oversight of large teams (40-50+ direct reports). • Proven experience operating in a fast-paced, high-volume, high-pressure environment. • A decisive, sharp decision-maker with excellent critical thinking and problem-solving skills. • A track record of contributing to process improvement, optimisation, or automation initiatives. • Experience serving both consumer and business customers is an advantage. • A friendly and professional demeanour - you should genuinely enjoy interacting and building relationships with customers. • Excellent communication skills, both written and verbal. • Good levels of diplomacy when dealing with customer queries and complaints. • A minimum typing speed of 40 wpm. • Fluent English, both written and verbal. • Experience in the parcel delivery, logistics, or e-commerce sector is beneficial but not essential.

🏖️ Benefícios

• The chance to join a fast-scaling, highly innovative tech business as it expands into the US and Europe. • A genuine opportunity to shape our technology, processes, and approach as we grow. • Remote-first working - no commute, work from anywhere with a strong connection. • A dynamic and fast-paced work environment. • Opportunities for career growth and development within the company. • Competitive salary with performance-based bonuses. • Comprehensive benefits package, including health insurance, pension schemes, and other perks. • Ongoing professional development and training opportunities.