Customer Service Manager – PT

Parcelhero

Customer Service Manager at ParcelHero leading a remote team to improve quality of service and customer experience. Responsible for cross-department collaboration and process optimisation.

Posted 7/8/2026full-timeRemote • 🇵🇹 PortugalSeniorLead💰 €50,000 - €60,000 per yearWebsite

About the role

Key responsibilities & impact

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.
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.
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.
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.
Collaborate with marketing, product, and technology teams to ensure all customer touchpoints (website, booking platform, 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, working with the relevant teams to bring them to life.
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.
Liaise with courier partners (DHL, FedEx, UPS) to ensure they provide services that meet or exceed customer expectations.

Requirements

What you’ll need

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.

Benefits

Comp & perks

The chance to join a fast-scaling, highly innovative tech business as it expands into the US and Europe.
A genuine opportunity to shape our technology, processes, and approach as we grow.
Remote-first working - no commute, work from anywhere with a strong connection.
A 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.

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Customer Feedback AnalysisPerformance Metrics TrackingAutomation InitiativesTyping Speed 40 WPMCustomer Satisfaction Measurement

Soft Skills

Excellent Communication SkillsProblem-Solving SkillsDiplomacy in Customer InteractionsRelationship BuildingDecisive Decision-Making