Customer Service Manager

📋 Description

• Lead and develop a 50-strong remote customer service team; set performance standards.
• Collaborate with CX and QA to optimise processes and customer experience.
• Manage customer feedback collection/analysis to identify pain points.
• Track and improve key service metrics (NPS, CSAT, customer effort score).
• Align with marketing, product, and technology to ensure touchpoints meet needs.
• Develop and implement comms strategies for updates and issue resolution.

🎯 Requirements

• Minimum 10 years' customer service experience.
• 7+ years in CS management with 40-50+ direct reports.
• Experience in fast-paced, high-volume, high-pressure environments.
• Proven ability to drive process improvement, optimisation, or automation.
• Fluent English (written and verbal) with excellent communication.
• Familiarity with Zendesk and Salesforce; parcel tracking systems beneficial.

🎁 Benefits

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