Join to apply for the Customer Support Manager role at HIVED 3 days ago Be among the first 25 applicants Join to apply for the Customer Support Manager role at HIVED Get AI-powered advice on this job and more exclusive features. 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 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 Industries Transportation, Logistics, Supply Chain and Storage and Freight and Package Transportation Referrals increase your chances of interviewing at HIVED by 2x Sign in to set job alerts for “Customer Service Support Manager” roles. Customer Support Supervisor (Hybrid, London) London, England, United Kingdom 1 week ago Watford, England, United Kingdom 3 days ago Greenhithe, England, United Kingdom 2 days ago London, England, United Kingdom 1 week ago London, England, United Kingdom 2 weeks ago London, England, United Kingdom 5 days ago London, England, United Kingdom 2 days ago Watford, England, United Kingdom 3 days ago Watford, England, United Kingdom 2 months ago London, England, United Kingdom 2 weeks ago London, England, United Kingdom 1 day ago Gravesend, England, United Kingdom 6 days ago London Area, United Kingdom 20 minutes ago Kingston Upon Thames, England, United Kingdom 5 days ago Dartford, England, United Kingdom 2 days ago London, England, United Kingdom 2 weeks ago London, England, United Kingdom 1 day ago London, England, United Kingdom 1 day ago London, England, United Kingdom 1 week ago Harlow, England, United Kingdom 4 days ago London, England, United Kingdom 2 days ago London, England, United Kingdom 1 day ago London, England, United Kingdom 1 month ago Manager, Customer Enablement (London, United Kingdom) London, England, United Kingdom 2 weeks ago Customer Support Manager (SaaS/Software) London, England, United Kingdom 1 week ago Team Lead - Customer Onboarding (SaaS) - Australia Relocation Opportunity! London, England, United Kingdom 1 day ago London, England, United Kingdom 1 week ago We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI. #J-18808-Ljbffr
Customer Support Manager employer: Hived
HIVED is an exceptional employer, offering a dynamic and inclusive work environment in the heart of London, where innovation meets sustainability. As a rapidly growing startup, we provide ample opportunities for professional development and career progression, alongside generous benefits such as subsidised private medical insurance, flexible holiday allowances, and a supportive culture that values kindness, tenacity, curiosity, and resourcefulness. Join our passionate team and be part of a mission to redefine parcel delivery while enjoying unique perks like community volunteer days and a dog-friendly office.
