{"id":468542,"url":"https://alion.io/job/parcelhero-customer-service-manager-cy","title":"Customer service manager (CY)","company":{"id":4007,"name":"ParcelHero","domain":"parcelhero.com","url":"https://alion.io/company/parcelhero","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Lever","truth_index":{"grade":"D","score":40,"open_postings":10,"ghost_share":1,"stale_share":0,"repost_share":0,"time_to_fill_p50_days":null,"computed_at":"2026-10-29T05:49:05Z"}},"role":"Field & Service","role_family":"Field & Service","seniority":"staff","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"posting_text","remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Cyprus"],"countries":["CY"],"hiring_countries":["CY"],"hiring_countries_total":1,"salary":{"min":35000,"max":45000,"currency":"EUR","period":"year","gross":null,"usd_annual":50513},"salary_estimate":null,"experience_years_min":10,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-07-08T12:10:42Z","employer_posted_date":"2026-07-08","last_verified_at":"2026-10-29T11:58:25Z","board_verified":true,"closed_at":null,"days_open":113,"trust":{"level":"ghost","repost_count":0,"flags":["stale","company_stale"],"days_open":112},"description":"Job description\nAre you passionate about improving the customer experience? Does coordinating across teams, countries, and time zones excite you? Parcelhero is looking for an experienced Customer Service Manager to lead our team leaders and 50-strong remote team, drive quality of service, and elevate the experience for both our consumer and business customers as we expand internationally.\nThis is a high-pace, high-pressure environment. You'll need to be decisive, sharp, and comfortable making fast, sound judgement calls while managing competing priorities across departments and time zones. As our customer base shifts towards larger business and enterprise customers, you'll help evolve our service to meet their expectations.\nYou will be responsible for driving cross-department collaboration between the customer service, customer experience, and QA teams - working closely with them to optimise processes and continuously improve the customer experience as we scale.\nResponsibilities\nTeam 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.\nCross-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.\nCustomer 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.\nService 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.\nCross-Functional Alignment: Collaborate with marketing, product, and technology teams to ensure all customer touchpoints (website, booking platform, support) align with customer needs and expectations.\nCustomer Communication Strategy: Develop communication strategies to improve how customers are informed about delivery updates, service disruptions, and issue resolutions.\nService 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.\nCustomer 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.\nVendor Relationship Management: Liaise with courier partners (DHL, FedEx, UPS) to ensure they provide services that meet or exceed customer expectations.\nApplicant criteria\nA minimum of 10 years' customer service experience.\nA minimum of 7 years' experience in a customer service management role, including direct oversight of large teams (40-50+ direct reports).\nProven experience operating in a fast-paced, high-volume, high-pressure environment.\nA decisive, sharp decision-maker with excellent critical thinking and problem-solving skills.\nA track record of contributing to process improvement, optimisation, or automation initiatives.\nExperience serving both consumer and business customers is an advantage.\nA friendly and professional demeanour - you should genuinely enjoy interacting and building relationships with customers.\nExcellent communication skills, both written and verbal.\nGood levels of diplomacy when dealing with customer queries and complaints.\nA minimum typing speed of 40 wpm.\nFluent English, both written and verbal.\nExperience in the parcel delivery, logistics, or e-commerce sector is beneficial but not essential.\nKey skills\nLeadership: Strong leadership and team management skills, with a proven ability to motivate and develop large customer service teams to achieve high performance under pressure.\nDecisiveness: Comfortable making fast, well-judged decisions in a demanding, time-sensitive environment.\nProblem-Solving: Excellent problem-solving skills, with the ability to handle complex delivery issues and escalations effectively.\nCollaboration: A natural collaborator who works effectively across departments - partnering with CX, QA, product, and technology teams to drive shared outcomes.\nProcess and Automation Mindset: An appetite for optimisation, automation, and continuous improvement, and the frontline insight to help shape these initiatives.\nCustomer Focus: A deep commitment to delivering outstanding customer service across both consumer and B2B audiences, with a strong understanding of differing customer needs and expectations.\nCommunication: Excellent verbal and written communication skills for both internal team management and external customer interactions.\nOrganisational Skills: Highly organised, with the ability to manage multiple tasks and priorities in a fast-paced environment.\nData-Driven: Strong analytical skills, with experience monitoring performance metrics and using data to drive improvements.\nTech-Savvy: Familiarity with customer service software (e.g., Zendesk, Salesforce) and parcel tracking systems.\nWhat we offer\nThe chance to join a fast-scaling, highly innovative tech business as it expands into the US and Europe.\nA genuine opportunity to shape our technology, processes, and approach as we grow.\nRemote-first working - no commute, work from anywhere with a strong connection.\nA dynamic and fast-paced work environment.\nOpportunities for career growth and development within the company.\nCompetitive salary with performance-based bonuses.\nComprehensive benefits package, including health insurance, pension schemes, and other perks.\nOngoing professional development and training opportunities.","description_format":"text","description_chars":5784,"description_truncated":false,"requirements":{"experience_years_min":10,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"English","level":"Advanced (C1)","optional":false}]},"benefits":["Health insurance","Professional development"],"hiring_locations":[{"name":"Cyprus","iso":"CY","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Courier Services","Supply Chain & Logistics Software"],"lifecycle":[{"event":"open","at":"2026-09-06T12:44:32Z"}],"visa":[],"liveness":{"score":8,"band":"cold","label":"Long shot","p_open":1,"p_active":0.278,"p_room":0.28,"age_days":112,"expected_fill_days":41,"reasons":["conf:2","stale_co","ghost","win:tail","crowd:"],"computed_at":"2026-10-29T05:49:05Z"},"pay":{"stated_usd_annual":50513,"is_top_pay":false},"html_url":"https://alion.io/job/parcelhero-customer-service-manager-cy","json_url":"https://alion.io/job/parcelhero-customer-service-manager-cy.json","meta":{"generated_at":"2026-10-29T12:27:20Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":18704,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-30T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":4007},"rest":"https://alion.io/mcp/rest/get_company?id=4007"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fparcelhero-customer-service-manager-cy"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fparcelhero-customer-service-manager-cy"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fparcelhero-customer-service-manager-cy"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/parcelhero-customer-service-manager-cy\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fparcelhero-customer-service-manager-cy"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":468542}},{"tool":"search_jobs","arguments":{"company":"parcelhero.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":468542},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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