Customer service manager Job Fresno area,California USA,Customer Service/HelpDesk

Position: Customer service manager (IN)

Parcel Hero 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.

Responsibilities

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, Fed Ex, UPS) to ensure they provide services that meet or exceed customer expectations.

Applicant criteria

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.

Key skills

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…