Customer Support Associate
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Job Location:
Monthly Salary:
Posted on:
10 hours ago
Vacancies:
1 Vacancy
Job Summary
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 is laser-focused on delivering the best possible delivery experience for end-customers and meeting the needs of our retail partners. From our drivers to our data engineers we are constantly working to improve this customer experience that makes us deliver better.
Already trusted by leading international brands such as John Lewis Nespresso Uniqlo H&M brands and more we are solidifying our position as the leaders in Europe to tackle this growing market.
Our tight-knit team is made up of ex-Revolut Bain HelloFresh ASOS Apple and Google employees and we are backed by some of Europes leading investors and VCs in climate-tech logistics and mobility including Planet A Ventures Maersk Growth Pale Blue Dot VC Eka Ventures NordicNinja VC and the British government. Were passionate about driving innovation and redefining the future of delivery.
Role Overview
Building out an outstanding delivery experience is all about support and trust for every delivery. Our customer support team is a crucial part of this delivery journey providing end recipients with the visibility and information they need to have a smooth experience.
As Customer Support Associate you will have the opportunity to shape the HIVED brand experience for end-recipients ensuring every touchpoint reflects our commitment to excellent this role maintaining industry-leading response and resolution times is key with a goal of responding to customers quickly and solving their core operational queries. Success in this role will depend not only on helping to solve but also on thinking critically about how customer issues are handled and whether we can do better to improve their experience.
Please note that this is a shift-based role. We offer a flexible 4-on/3-off shift pattern where your rest days may vary throughout the week along with the option to work from home for any scheduled weekend shifts. Shifts are day time 12 hours in length. The right candidate is comfortable with this kind of schedule and the necessary travel to and from our North Woolwich depot (London E16).
Requirements
1-2 years experience in similar client-facing customer service roles (eg hospitality retail etc.).
A problem-solving mindset. You arent satisfied with just closing a ticket youre driven to understand the source of the problem and advocate for better ways of doing things.
Demonstrate exceptional customer handling interpersonal and written communication skills.
Strong multitasking and problem-solving skills with the ability to move quickly between customer queries and operational issues.
Capability to thrive in a fast-paced high-volume workplace and contribute to a positive kind and respectful workplace culture.
Driven to deliver first-class service and exceed customer expectations with an exceptional attention to detail.
How we reward our team
Dynamic working environment with a diverse and driven team
Huge opportunity for learning in a high growth environment with progression opportunities based on success in the role
25 days of holiday allowance plus public holidays
if youre on a 4 days on - 4 days off shift pattern you are entitled to the equivalent of 18 days paid holiday plus public holidays
similarly on 4 days on - 3 days off shift pattern you are entitled to the equivalent of 20 days paid holiday plus public holidays
1 Birthday Day Off 2 Tenure-Based Additional Days Off
Subsidised Private Medical Insurance including dental vision & mental health therapy
Bi-annual performance reviews and tailored development plans
Annual compensation review
Team lunch provided once a week
Quarterly team socials and annual sports day (HIVED Olympics)
Enhanced maternity/paternity/adoption policy as day 1 right
Community volunteer days
Cycle to work scheme
Dog friendly office and depots
MacBook Air or Windows Laptop (depending on your preference)
Want to learn more
Meet the team in 60 seconds: Behind the scenes with HIVED
We are named as UK StartUp of the Year 2024
Read how HIVED raised $42M to transform parcel delivery with AI and all-electric logistics network
Check the Impact Report 2024
Keep up with HIVED here
Key Skills
- Electrical Engineering
- SQL
- Active Directory
- VMware
- OS
- Windows
- Trouble Shooting
- Linux
- SAN
- Java
- Technical Assistance
- Setup
- hardware
- Technical Support
- Software support
About Company
HIVED is the first customer-centric, tech-enabled parcel delivery company designed for ecommerce. With a 100% electric fleet and commitment to an exceptional delivery experience, HIVED is setting a new delivery standard for ecommerce brands and consumers.HIVED has already delivered mi ... View more
