ParcelHero is one of the UK's biggest parcel delivery price comparison sites, with over 5 million visitors a year. We're a scaling, technology-focused business with 120 remote staff worldwide - and we're growing fast, expanding internationally into the US and Europe this year.
We serve both consumers and businesses in an almost 50/50 split, and our move into SaaS is shifting that mix further towards larger businesses and, ultimately, enterprise customers. In 2026, we launched our cutting-edge TMS (Transport Management Solution), Parcelhero Pro, enabling retailers to pay a monthly subscription to ship on their own carrier accounts and manage every aspect of their logistics through our platform.
We're a highly innovative company, deeply focused on optimisation, automation, and continuous process improvement. Joining now means being part of the journey - helping shape our technology, our processes, and our approach as we scale globally.
We're also a remote-first business: no commute, no office politics, just great work with talented colleagues around the world.
Are you passionate about improving the customer experience? Does coordinating across teams, countries, and time zones excite you? Parcelhero is looking for an experienced Customer Service Manager to lead our team leaders and 50-strong remote team, drive quality of service, and elevate the experience for both our consumer and business customers as we expand internationally.
This is a high-pace, high-pressure environment. You'll need to be decisive, sharp, and comfortable making fast, sound judgement calls while managing competing priorities across departments and time zones. As our customer base shifts towards larger business and enterprise customers, you'll help evolve our service to meet their expectations.
You will be responsible for driving cross-department collaboration between the customer service, customer experience, and QA teams - working closely with them to optimise processes and continuously improve the customer experience as we scale.
Team Leadership: 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.
Cross-Department Collaboration: 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.
Customer Feedback Management: 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.
Service Quality and Metrics: 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.
Cross-Functional Alignment: Collaborate with marketing, product, and technology teams to ensure all customer touchpoints (website, booking platform, support) align with customer needs and expectations.
Customer Communication Strategy: Develop communication strategies to improve how customers are informed about delivery updates, service disruptions, and issue resolutions.
Service Innovation: Identify opportunities to introduce new services, tools, or processes that enhance the customer experience, working with the relevant teams to bring them to life.
Customer Education: 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.
Vendor Relationship Management: Liaise with courier partners (DHL, FedEx, UPS) to ensure they provide services that meet or exceed customer expectations.
Leadership: Strong leadership and team management skills, with a proven ability to motivate and develop large customer service teams to achieve high performance under pressure.
Decisiveness: Comfortable making fast, well-judged decisions in a demanding, time-sensitive environment.
Problem-Solving: Excellent problem-solving skills, with the ability to handle complex delivery issues and escalations effectively.
Collaboration: A natural collaborator who works effectively across departments - partnering with CX, QA, product, and technology teams to drive shared outcomes.
Process and Automation Mindset: An appetite for optimisation, automation, and continuous improvement, and the frontline insight to help shape these initiatives.
Customer Focus: A deep commitment to delivering outstanding customer service across both consumer and B2B audiences, with a strong understanding of differing customer needs and expectations.
Communication: Excellent verbal and written communication skills for both internal team management and external customer interactions.
Organisational Skills: Highly organised, with the ability to manage multiple tasks and priorities in a fast-paced environment.
Data-Driven: Strong analytical skills, with experience monitoring performance metrics and using data to drive improvements.
Tech-Savvy: Familiarity with customer service software (e.g., Zendesk, Salesforce) and parcel tracking systems.
Welcome to Parcelhero - the UK's favourite international parcel delivery service!
Parcelhero is renowned for being an outstanding UK courier and international parcel courier because we don't compromise on service - despite having the cheapest prices of any UK courier. By bringing together the worlds' biggest and most reputable carriers under one roof we provide you with a superior and comprehensive portfolio of cheap courier services that you can really trust to deliver!
Our reliable delivery services are available to over 220 countries worldwide and include: Express, economy, timed and same-day delivery courier options to suit every budget.
Parcelhero offers the fastest transit times of any online courier services and we can collect from most countries same day - all you need to do is tell us your requirements. We even help you produce the shipping documents you need in only a few clicks.
However, Parcelhero is much more than the cheapest parcel delivery company in the UK. Our exceptional customer service is what really sets us apart from our competitors. You don't need to be a shipping expert to make use of Parcelhero's delivery services because our customer service team are all experts in their field and their wealth of industry knowledge is available to you if you have any questions about your parcel delivery.
Unlike many other online parcel delivery services, you can also contact Parcelhero via telephone - and you can rest assured that Parcelhero staff are always professional, polite and friendly - no matter what your query may be. But don’t just take our word for it, check our reviews on the independent website TrustPilot.
If you need a reliable service that's quick, cost effective and easy to use, and that can give you expert advice when you need it, then you don't just need a cheap parcel delivery company, you need a Parcelhero!
