Customer Support Manager

About HIVED

At HIVED were steamrolling forward as one of Europes fastest growing startups and our momentum shows no signs of slowing.

Based in London we are a climate and logistics start-up building the first sustainable parcel delivery network at scale powered by a 100% electric an ever-growing industry where unreliable service has long been the norm HIVED has been built from the ground up to meet the demands of modern consumers and disrupt parcel delivery.

A tech company at heart our talent and technology are laser-focused on delivering the best possible experience for end customers and meeting the evolving needs of our retail partners. From our drivers to our data engineers were constantly working to improve the experience that makes us deliver better.

Already trusted by international brands such as Zara Uniqlo ASOS Nespresso and more were solidifying our position as Europes leading sustainable delivery network.

Our tight-knit team includes alumni from Revolut Bain HelloFresh ASOS Apple and Google and were backed by some of Europes leading VCs and investors in climate-tech logistics and mobility including Planet A Ventures Maersk Growth Pale Blue Dot Eka Ventures and the British government.

Role Overview

Building an outstanding delivery experience is all about support and trust at every step. Our Customer Support team plays a crucial role in this journey providing end recipients with the visibility and information they need to ensure things run smoothly.

Were looking for a hands-on Customer Support Manager to lead one of our two Support Teams working across email live chat and phone. Youll be responsible for ensuring your team consistently delivers exceptional experiences while also personally handling support enquiries.

Were looking for someone who thrives in fast-paced operationally complex environments is energised by coaching and developing others and is excited to own a critical part of HIVEDs delivery experience.

Please note:

This is an on-site role based at our North Woolwich depot (London E16) working 4 days per week (SunWed or WedSat) 10 hours per shift with 1 hour lunch break. The right candidate will be comfortable with this schedule and the travel required to be on-site.

While this role is currently based at our North Woolwich depot we may relocate our Customer Support function in future. Were therefore looking for someone who is flexible and adaptable to changes in working location and shift patterns as the business continues to scale.

Key Responsibilities

• Lead coach and support a team of Support Team Members working on a 4-on/3-off shift pattern
• Ensure high-quality support is delivered across all channels (Zendesk Slack etc.)
• Conduct regular 1:1s and performance reviews; provide feedback and develop yearly performance plans
• Own day-to-day support operations including inbox health live coverage and real-time escalations
• Monitor and analyse key data (CSAT ticket volume response/resolution times) to identify trends and drive improvements
• Champion our tone of voice empathy and customer-first mindset in every interaction
• Lead onboarding and ongoing training for new team members
• Share insights and feedback from the frontline with the Senior Customer Support Manager and broader teams
• Assist in implementing and optimising new tools and workflows including AI and automation
• Contribute to wider customer experience strategy and continuous improvement efforts
• Personally handle complex escalations with urgency maturity and empathy including proactive outreach and appropriate resolution

Requirements

• 2 years experience managing Customer Support teams in a high-volume fast-paced environment
• Strong working knowledge of Zendesk and Slack
• Confident coaching others and comfortable giving and receiving constructive feedback
• Resilient and calm under pressure especially during live operational challenges or escalations
• Detail-oriented with high standards for tone quality and process
• Data-driven mindset with sound judgment and a bias for action
• Comfortable navigating ambiguity and working in a fast-changing environment

Nice to Haves

• Experience working in startups or scale-ups (strongly preferred)
• Background in logistics last-mile delivery or other tech-enabled operational services
• Familiarity with AI tools and support automation
• Exposure to customer insight NPS or operational excellence projects
• Working knowledge of Airtable

Benefits

• Dynamic working environment with a diverse and driven team
• Huge opportunity for learning and growth in a high-impact high-growth environment
• Clear progression opportunities based on success in role
• 20 days holiday plus Christmas Day & New Years day (other Bank Holidays in lieu)
• Subsidised private medical insurance (including dental and vision)
• Weekly team lunch and regular company socials
• Enhanced parental leave policies (maternity/paternity/adoption)
• Cycle to work scheme