Customer Support Manager

Customer Support Manager

Location: North Woolwich, London (On-site, Monday–Friday)

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, Amazon, 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, Yamato and the British government. We’re passionate about driving innovation and redefining the future of delivery.

Role Overview:

This is a critical leadership role within HIVED, where you will manage a live customer support team, multiple communication channels and stakeholders, ensuring an exceptional customer experience.

You will lead and develop a high-performing team operating on a 4-on-4-off shift pattern, implementing new processes, automation tools, and AI-driven efficiencies to scale operations seamlessly. This is an on-site role at our North Woolwich depot, requiring a hands-on, strategic leader who thrives in a fast-paced, dynamic environment.

Key Responsibilities:

• Lead, inspire, and manage our customer support team, fostering a culture of excellence and continuous improvement.
• Set and maintain high service standards, ensuring every customer interaction reflects HIVED’s values and exceeds expectations.
• Optimise customer support processes using data insights, automation, and AI tools (e.g., Zendesk).
• Manage high-level escalations, ensuring swift resolutions and outstanding customer satisfaction.
• Develop and implement training programmes, equipping the team with the skills to excel in a rapidly growing operation.
• Work cross-functionally with marketing, operations, and technology teams to enhance the customer experience.
• Own and analyse key support metrics (response times, first-contact resolution, CSAT scores), driving operational improvements.
• Present insights and strategic recommendations to senior leadership, influencing decision-making.

What We're Looking For:

• Proven experience managing and scaling customer support teams, ideally within a fast-growing start-up or tech-driven environment.
• Strong leadership skills, with experience in mentoring, training, and developing high-performing teams.
• Analytical and problem-solving mindset, able to use data insights to drive continuous improvements.
• Expertise in Zendesk, AI-powered customer support tools, and automation.
• Ability to manage complex operations, balancing day-to-day support with long-term strategy.
• Outstanding communication skills, comfortable presenting at company and senior leadership levels.
• Creative and strategic thinker, with a passion for customer experience, marketing, and brand management.

Nice-to-Have:

• Experience in marketing, brand management, or customer engagement strategies.
• Background in logistics, operations, or e-commerce customer support.
• Experience in scaling customer support using AI and automation tools.

Why Join HIVED?

• Lead a key function in a rapidly expanding, sustainability-focused company.
• Exciting growth opportunities, with the chance to shape HIVED’s customer experience strategy.
• Collaborate with a forward-thinking, high-performance team.
• Competitive salary package with potential for future flexibility.

Benefits

• Dynamic working environment with a diverse and driven team
• 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