Customer Service Manager

📋 Description

• Lead a 50-person remote customer service team.
• Set performance expectations and high performance under pressure.
• Collaborate with CX, QA, product and tech to optimise processes.
• Drive customer journey improvements and automation initiatives.
• Manage customer feedback with NPS tracking and actions.
• Scale service for consumer and business customers across countries.

🎯 Requirements

• 10+ years' customer service experience.
• 7+ years in a customer service management role with 40–50 direct reports.
• Thrive in fast-paced, high-volume environments.
• Decisive with strong critical thinking and problem solving.
• Track record in process improvement or automation.
• Fluent English (written and verbal).
• 40 wpm typing speed.
• Experience in parcel delivery/logistics or ecommerce is beneficial.

🎁 Benefits

• Remote-first working — work from anywhere.
• Dynamic, fast-paced environment.
• Career growth and development opportunities.
• Competitive salary with performance bonuses.
• Comprehensive benefits package (health, pension, etc).
• Ongoing professional development and training.