Responsibilities
- Lead and develop a team of team leaders who manage a 50-person remote customer service team, setting clear performance goals and fostering high performance under pressure.
- Collaborate with Customer Experience and QA teams to optimize customer journeys, improve processes, and implement automation, ensuring frontline insights inform these efforts.
- Collect and analyze customer feedback from surveys and reviews with the Customer Experience team to identify pain points and opportunities for enhancing the overall experience.
- Monitor and improve key service metrics including Net Promoter Score (NPS), customer satisfaction, and customer effort score to drive service quality across the team.
- Work with marketing, product, and technology teams to ensure all customer touchpoints—website, booking platform, and 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, collaborating with relevant teams to implement them.
- Support initiatives that provide customers with educational content such as how-to guides and FAQs to improve self-service options and reduce support needs.
- Liaise with courier partners including DHL, FedEx, and UPS to ensure their services meet or exceed customer expectations.
Requirements
- At least 10 years of customer service experience.
- At least 7 years in a customer service management role, including direct oversight of large teams of 40 to 50 or more direct reports.
- Proven experience working in a fast-paced, high-volume, high-pressure environment.
- A decisive and sharp decision-maker with strong critical thinking and problem-solving skills.
- A track record of contributing to process improvement, optimization, or automation initiatives.
- A friendly and professional demeanor with a genuine enjoyment of interacting and building relationships with customers.
- Excellent written and verbal communication skills.
- Good diplomacy skills when handling customer queries and complaints.
- Minimum typing speed of 40 words per minute.
- Fluent English in both written and verbal forms.
Nice to Have
- Experience serving both consumer and business customers is an advantage.
- Experience in the parcel delivery, logistics, or e-commerce sector is beneficial but not essential.
Benefits
- Opportunity to join a fast-scaling, highly innovative tech business as it expands into the US and Europe.
- Genuine chance to shape technology, processes, and approach as the company grows.
- Remote-first working—no commute, work from anywhere with a strong internet connection.
- 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.
- 20 days of holiday per year plus your birthday off.
- Stated salary includes a 15% performance-related bonus.
Compensation
Competitive salary with performance-based bonuses; stated salary includes a 15% performance-related bonus.
Work Arrangement
Remote (Worldwide)
Other
- Language requirements: Fluent English, both written and verbal.
- Hours: 8:30am to 5:00pm Mon-Fri (GMT).
- You work as a contractor and are responsible for your own tax.
- You need a minimum 20 MB broadband line, and your own PC/Laptop and headset.