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For Companies At a Glance
- Tasks: Lead and inspire our customer support team to deliver exceptional service.
- Company: Join HIVED, a fast-growing startup revolutionizing sustainable parcel delivery in Europe.
- Benefits: Enjoy 25 days of holiday, private medical insurance, and a dog-friendly office.
- Why this job: Be part of a dynamic team driving innovation in logistics and customer experience.
- Qualifications: Experience in managing customer support teams with a focus on performance and development.
- Other info: This is an in-person role based in North Woolwich, Monday to Friday.
The predicted salary is between 36000 - 60000 £ per year.
About HIVED
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 and provide an outstanding customer experience.
Already trusted by leading international brands such as Zara, Uniqlo, ASOS, Nespresso 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
As HIVED’s operation continues to scale, we are seeking a Customer Support Manager to lead and manage our customer support operations, ensuring the highest standards of service and customer delight. This role is pivotal in driving quality and building a high-performing team to uphold our brand promise and make HIVED the most loved parcel delivery network in the UK.
Please note that this is an in-person role based at our North Woolwich depot, Monday through Friday.
Responsibilities
- Lead, inspire and manage our customer support team, fostering a culture of excellence, collaboration and growth.
- Set and maintain the highest standards of customer service across our two customer support teams working a 4-on-4-off shift pattern, ensuring every interaction reflects our brand values and exceeds customer expectations.
- Track and optimise key performance indicators (KPIs) such as response times, first-contact resolution, and customer satisfaction scores.
- Act as the primary point of contact for high-level escalations, ensuring swift resolution and customer satisfaction.
- Design and implement ongoing training programmes, ensuring the team is equipped with the skills and knowledge to excel in a dynamic support environment.
- Work closely with cross-functional teams to align customer support efforts with business objectives and operational changes.
- Provide comprehensive reports on customer support performance to the Head of Brand & Customer Experience, driving strategic improvements and team opportunities for growth.
Requirements
- Demonstrated success in managing and scaling customer support teams, with a strong focus on people development, engagement and performance management.
- Meticulous approach to service quality, with the ability to spot areas for improvement, provide actionable feedback and implement solutions proactively.
- High degree of adaptability and flexibility in a rapidly changing and growing environment.
- Experience analysing support metrics and driving process improvements based on insights.
- Excellent interpersonal and communication skills, with the ability to influence across all levels of the organisation.
Benefits
- 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.
- Subsidised Private Medical Insurance including dental and vision.
- Weekly team lunch and regular company socials.
- MacBook Air or Windows Laptop (depending on your preference).
- Enhanced maternity/paternity/adoption policy.
- Cycle to work scheme.
- Dog friendly office.
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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
Familiarize yourself with the latest trends in customer support, especially in logistics and delivery services. Understanding how companies like HIVED are innovating in this space will help you speak confidently about your vision for customer support.
✨Tip Number 2
Highlight your experience in managing and scaling customer support teams during interviews. Be ready to share specific examples of how you've developed team members and improved service quality in previous roles.
✨Tip Number 3
Prepare to discuss key performance indicators (KPIs) relevant to customer support. Show that you can analyze metrics and implement process improvements based on data-driven insights, which is crucial for the role at HIVED.
✨Tip Number 4
Demonstrate your adaptability and flexibility by sharing experiences where you've successfully navigated change in a fast-paced environment. This will resonate well with HIVED's dynamic culture and growth trajectory.
We think you need these skills to ace Customer Support Manager
Some tips for your application 🫡
Understand the Company: Dive deep into HIVED's mission and values. Familiarize yourself with their sustainable approach to parcel delivery and how they differentiate themselves in the logistics industry.
Highlight Relevant Experience: When crafting your application, emphasize your experience in managing customer support teams. Showcase specific examples of how you've driven performance improvements and fostered team development.
Showcase Your Skills: Make sure to highlight your interpersonal and communication skills. Provide examples of how you've influenced change within an organization and resolved high-level escalations effectively.
Tailor Your Application: Customize your CV and cover letter to reflect the specific requirements mentioned in the job description. Use keywords from the listing to demonstrate that you are a perfect fit for the role.
How to prepare for a job interview at HIVED
✨Show Your Passion for Customer Service
Make sure to express your enthusiasm for providing outstanding customer experiences. Share specific examples of how you've gone above and beyond in previous roles to delight customers.
✨Demonstrate Leadership Skills
As a Customer Support Manager, you'll need to lead a team. Be prepared to discuss your leadership style and provide examples of how you've successfully managed and developed teams in the past.
✨Highlight Your Analytical Abilities
Discuss your experience with tracking KPIs and using data to drive improvements. Be ready to share how you've used metrics to enhance customer support processes and outcomes.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills. Think of scenarios where you had to handle escalated issues or implement training programs, and be ready to explain your thought process and actions.
