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 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 DeepMind 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.

Our Values

• We Are Kind - Kind to the planet our team and our partners. We listen with purpose leave our egos at the door and arent afraid to make difficult decisions. We must never confuse kindness with being nice - it requires us to be fair consistent honest thoughtful and compassionate.

• We Are Tenacious - We fight every day to keep the customer promise for every parcel entrusted to us. No matter how hard it gets or whatever stands in our way we are relentless in our pursuit of excellence.

• We Are Curious - We never settle constantly challenge convention and are never afraid to ask why. We believe there is always more to learn always a better way and that were always only just getting started. We never fight the urge to be inquisitive to understand the world around us and to explore where others might not.

• We Are Resourceful - Our planets resources are scarce and our future depends on our ability to use them wisely. Waste is the enemy. We strive to do more with less be more efficient and make the most of what we have.

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 our support team working across email and live chat. 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 5 days per week (SunThur). 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 motivate a team of Support Team Members working on a 4 on 3 off shift pattern.

• Take ownership of daily support operations including inbox health live coverage and management of real time escalations.

• Deliver comprehensive training facilitate onboarding and drive ongoing learning initiatives.

• Manage team schedules effectively to guarantee consistent and reliable coverage.

• Step in to actively assist the team during peak operational times whenever necessary.

• Proactively identify and implement process improvements.

• Maintain and consistently enhance internal documentation and knowledge bases.

• Serve as a key point of contact during major incidents.

• Personally manage complex escalations with urgency maturity and empathy encompassing proactive outreach and appropriate resolutions.

• Monitor and analyse key data such as CSAT ticket volume alongside response and resolution times to identify trends and drive improvements.

• Share valuable frontline insights and feedback with the Head of Customer Support and broader teams.

Requirements

• 2 years experience directly line managing or supervising customer support teams

• Strong working knowledge of Zendesk and Slack

• Experience handling escalations complaints or emotionally sensitive situations

• 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

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

• 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

• HIVED is B Corporation certified

• HIVED is #7 on The Sunday Times Tech 100

• Read how HIVED raised $42M to transform parcel delivery with AI and all-electric logistics network

• Check the Impact Reports for 2024 and 2025

• Keep up with HIVED here