Customer Support Associate

HIVED LTD; City of Westminster; On-site; GBP 25,000 - 30,000; Full time

Job summary

A sustainable logistics start-up in London seeks a Customer Support Associate to enhance the delivery experience. In this on-site role, you will provide exceptional support to customers, ensuring timely responses and resolutions. The ideal candidate has experience in customer service and is adept in tools like Zendesk and Slack. Join a dynamic team committed to redefining delivery through sustainability and technology.

Benefits

20 days of holiday allowance plus public holidays

Subsidised private medical insurance

Weekly team lunch

Regular company socials

Enhanced parental leave policies

Cycle to work scheme

Qualifications

• 1-2 years experience in a similar client-facing, customer service roles.
• Ability to move quickly between customer queries and operational issues.
• Capability to thrive in a fast-paced, high-volume workplace.

Responsibilities

• Provide customer support to end-recipients with quick responses.
• Maintain industry-leading response times and enhance customer experience.
• Collaborate with teams to identify improvements for customer issue handling.
• Ensure timely information is shared with customers to support deliveries.

Skills

Strong working knowledge of Zendesk

Strong working knowledge of Slack

Exceptional customer handling

Interpersonal skills

Written communication skills

Strong multitasking skills

Problem-solving skills

Attention to detail

Job description

Overview

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 , , , , and the British government. We're passionate about driving innovation and redefining the future of delivery. Building out an outstanding delivery experience is all about support and trust for every delivery. Our customer support team is a crucial part of this delivery journey, providing end recipients with the visibility and information they need to have a smooth experience. As Customer Support Associate, you will have the opportunity to shape the HIVED brand experience for end-recipients, ensuring every touchpoint reflects our commitment to excellent service. In this role, maintaining industry-leading response and resolution times is key, with a goal of responding to customers quickly and solving their core operational queries. Success in this role will depend not only on helping to solve, but also on thinking critically about how customer issues are handled and whether we can do better to improve their experience.

Note: This is an on-site role based at our North Woolwich depot (London E16), working 40 hours per week. Shifts will be spread across 4-5 days, including one weekend day each week. As we continue to grow, there may be changes to working patterns and location in the future, so we're looking for someone who is adaptable and comfortable with evolving ways of working.

Responsibilities

• Provide customer support to end-recipients with the goal of quick responses and effective resolution of core operational queries.
• Maintain industry-leading response times and contribute to a positive, helpful customer experience across touchpoints.
• Collaborate with internal teams to identify and communicate improvements for handling customer issues.
• Ensure accurate and timely information is shared with customers to support smooth delivery experiences.

Requirements

• Strong working knowledge of Zendesk and Slack
• Demonstrate exceptional customer handling, interpersonal and written communication skills
• Strong multitasking and problem-solving skills, with the ability to move quickly between customer queries and operational issues
• Capability to thrive in a fast-paced, high-volume workplace and contribute to a positive, kind and respectful workplace culture
• 1-2 years experience in a similar client-facing, customer service roles
• Driven to deliver first-class service and exceed customer expectations, with an exceptional attention to detail

About HIVED

HIVED is one of Europe\'s fastest growing startups. 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. 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 leaders in Europe to tackle this growing market.

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
• 20 days of holiday allowance plus public holidays
• 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

HIVED is the first fully electric delivery company designed for the ecommerce market. With our purpose-built technology, commitment to an exceptional delivery experience, and sustainability-as-standard approach, HIVED is setting a new delivery standard for retailers and consumers. HIVED has already delivered millions of parcels across London for the biggest brands including ASOS, Uniqlo, Nespresso and Zara. Backed by leading Investors such as Maersk Growth, Pale Blue Dot and Planet A Ventures, HIVED is at the forefront of sustainable, scalable logistics solutions.