Customer Support Manager

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.

A tech company at heart, our talent and technology are laser-focused on delivering the best possible experience for end customers and meeting the evolving needs of our retail partners. From our drivers to our data engineers, we’re constantly working to improve the experience that makes us deliver better.

Already trusted by international brands such as Zara, Uniqlo, ASOS, Nespresso and more, we’re solidifying our position as Europe’s leading sustainable delivery network.

Our tight-knit team includes alumni from Revolut, Bain, HelloFresh, ASOS, Apple, and Google, and we’re backed by some of Europe’s leading VCs and investors in climate-tech, logistics, and mobility — including Planet A Ventures, Maersk Growth, Pale Blue Dot, Eka Ventures and the British government.

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.

Key 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
• 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

Nice to Haves 💡

• 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
• 20 days holiday plus Christmas Day & New Years day (other Bank Holidays in lieu)
• 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