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- Tasks: Lead and inspire a dynamic Customer Support team to deliver exceptional service.
- Company: Join HIVED, a fast-growing climate and logistics startup revolutionising parcel delivery.
- Benefits: Enjoy 25 days holiday, private medical insurance, and a vibrant team culture.
- Other info: Flexible working environment with great opportunities for personal and professional growth.
- Why this job: Make a real impact in a company redefining delivery with sustainability at its core.
- Qualifications: 5+ years in customer support management and a passion for coaching others.
The predicted salary is between 36000 - 60000 £ per year.
At HIVED, we’re steamrolling forward as one of Europe’s 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 fleet. In 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. Our tight-knit team is made up of ex-Revolut, Bain, HelloFresh, ASOS, Apple and Google employees, and we are backed by some of Europe’s leading investors and VCs in climate-tech, logistics and mobility.
We’re passionate about driving innovation and redefining the future of delivery.
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. We’re looking for a hands‑on Head of Customer Support to manage our Support Team, working across email, live chat, and phone. You’ll be responsible for ensuring your team consistently delivers exceptional experiences, while also personally handling support enquiries.
Please note: This is an on‑site role based at our North Woolwich depot (London E16). While this role is currently based at our North Woolwich depot, we may relocate our Customer Support function in future. We’re therefore looking for someone who is flexible and adaptable to changes in working location and shift patterns, as the business continues to scale.
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.
- Identifying end‑to‑end process steps for customer journey, propose improvements and implement in collaboration with several other stakeholders (ops and commercial).
- 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
- 5+ 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.
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.
- Cycle to work scheme.
- Dog friendly office and depots.
- MacBook Air or Windows Laptop (depending on your preference).
Customer Support Lead employer: HIVED
Contact Detail:
HIVED Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Support Lead
✨Tip Number 1
Network like a pro! Reach out to people in the industry, especially those at HIVED. A friendly chat can open doors and give you insights that a job description just can't.
✨Tip Number 2
Prepare for the interview by understanding HIVED's mission and values. Show us how your experience aligns with our goal of delivering exceptional customer support in a fast-paced environment.
✨Tip Number 3
Practice your responses to common interview questions, but keep it natural. We want to see your personality shine through, so don’t be afraid to let your passion for customer service show!
✨Tip Number 4
Follow up after your interview with a thank-you note. It’s a simple gesture that shows your enthusiasm for the role and keeps you fresh in our minds as we make decisions.
We think you need these skills to ace Customer Support Lead
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Customer Support Lead role. Highlight your experience in managing support teams and any specific tools like Zendesk that you’ve used. We want to see how your skills align with our mission at HIVED!
Showcase Your Leadership Skills: In your application, don’t forget to mention your coaching and mentoring experiences. We’re looking for someone who can lead a team effectively, so share examples of how you've developed others in previous roles. Let us know how you inspire your team!
Demonstrate Your Data-Driven Mindset: Since we value a data-driven approach, include any relevant metrics or achievements from your past roles. Whether it’s improving customer satisfaction scores or reducing response times, we want to see how you’ve made an impact through data!
Apply Through Our Website: We encourage you to apply directly through our website for the best chance of getting noticed. It’s the quickest way for us to see your application and get you into the process. Don’t miss out on this opportunity to join our dynamic team!
How to prepare for a job interview at HIVED
✨Know the Company Inside Out
Before your interview, dive deep into HIVED's mission and values. Understand their commitment to sustainability and how they’re disrupting the parcel delivery industry. This knowledge will help you connect your experience with their goals and show that you're genuinely interested in being part of their journey.
✨Showcase Your Leadership Skills
As a Customer Support Lead, you'll be managing a team. Prepare examples of how you've successfully led teams in high-pressure environments. Highlight your coaching style and how you’ve developed others in previous roles. This will demonstrate your ability to thrive in fast-paced settings and your commitment to team success.
✨Be Data-Driven
Familiarise yourself with key performance indicators relevant to customer support, like CSAT scores and response times. Be ready to discuss how you've used data to drive improvements in past roles. This will show that you have a solid understanding of what it takes to enhance customer experiences through analytics.
✨Prepare for Real-Life Scenarios
Expect to tackle hypothetical situations during the interview. Think about how you would handle complex escalations or operational challenges. Practising these scenarios will help you articulate your thought process and demonstrate your calmness under pressure, which is crucial for this role.