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- Tasks: Lead a dynamic Customer Support team, ensuring top-notch service across email, chat, and phone.
- Company: Join HIVED, a fast-growing climate and logistics startup revolutionising sustainable parcel delivery in Europe.
- Benefits: Enjoy a vibrant work culture, subsidised medical insurance, and opportunities for personal growth.
- Why this job: Be part of a mission-driven team, shaping the future of delivery with innovative technology.
- Qualifications: 2+ years in customer support management, strong knowledge of Zendesk, and a passion for coaching.
- Other info: This is an on-site role in North Woolwich, with flexible shift patterns as the company scales.
The predicted salary is between 36000 - 60000 ÂŁ per year.
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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. 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 Europe’s leading investors and VCs in climate-tech, logistics and mobility including Planet A Ventures, Maersk Growth, Pale Blue Dot VC, Eka Ventures and the British government. 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 Customer Support Manager to lead one of our two Support Teams, 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.
We’re 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 HIVED’s delivery experience.
Please note:
This is an on-site role based at our North Woolwich depot (London E16), working 4 days per week (Sun–Wed or Wed–Sat) 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. 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.
- 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
- 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
- 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
Seniority level
-
Seniority level
Mid-Senior level
Employment type
-
Employment type
Full-time
Job function
-
Job function
Customer Service and Management
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Industries
Transportation, Logistics, Supply Chain and Storage and Freight and Package Transportation
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Customer Support Manager employer: HIVED
Contact Detail:
HIVED Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Support Manager
✨Tip Number 1
Familiarise yourself with HIVED's mission and values. Understanding their commitment to sustainability and customer experience will help you align your answers during interviews, showcasing how your personal values resonate with theirs.
✨Tip Number 2
Brush up on your knowledge of Zendesk and Slack, as these are key tools for the role. Being able to discuss your experience with these platforms confidently can set you apart from other candidates.
✨Tip Number 3
Prepare examples of how you've successfully managed a team in a fast-paced environment. Highlight specific challenges you've faced and how you coached your team to overcome them, demonstrating your leadership skills.
✨Tip Number 4
Showcase your data-driven mindset by being ready to discuss metrics you've used to improve customer support operations. This could include CSAT scores or ticket resolution times, which are crucial for the role at HIVED.
We think you need these skills to ace Customer Support Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer support management, especially in fast-paced environments. Emphasise your familiarity with tools like Zendesk and Slack, as well as any experience in logistics or tech-enabled services.
Craft a Compelling Cover Letter: In your cover letter, express your passion for customer service and your understanding of HIVED's mission. Mention specific examples of how you've successfully led teams and improved customer experiences in previous roles.
Showcase Your Leadership Skills: Highlight your experience in coaching and developing team members. Provide examples of how you've handled complex escalations and maintained high-quality support across various channels.
Demonstrate Data-Driven Decision Making: Mention your ability to analyse key data metrics such as CSAT and ticket volume. Discuss how you've used data to identify trends and drive improvements in customer support operations.
How to prepare for a job interview at HIVED
✨Show Your Passion for Customer Support
Make sure to express your enthusiasm for customer support during the interview. Talk about why you love helping customers and how you believe exceptional support can enhance their experience. This will resonate well with HIVED's focus on delivering outstanding service.
✨Demonstrate Your Leadership Skills
As a Customer Support Manager, you'll be leading a team. Prepare examples of how you've successfully coached and developed team members in the past. Highlight your ability to handle performance reviews and provide constructive feedback, as this is crucial for the role.
✨Familiarise Yourself with Relevant Tools
Since the role requires knowledge of tools like Zendesk and Slack, make sure you're comfortable discussing your experience with these platforms. If you have experience with AI tools or support automation, be ready to share how you've used them to improve customer support operations.
✨Prepare for Operational Challenges
Expect questions about how you would handle high-pressure situations or escalations. Think of specific instances where you've remained calm under pressure and resolved issues effectively. This will demonstrate your resilience and problem-solving skills, which are essential for this fast-paced environment.