Customer Support Manager

HIVED; London; On-site; GBP 40,000 - 50,000; Full time

Benefits offered by this job

Subsidised private medical insurance

Weekly team lunch

Enhanced parental leave policies

Cycle to work scheme

Job summary

A leading logistics startup in London is seeking an experienced Customer Support Manager to lead their team in delivering exceptional customer experiences. This on-site role requires expertise in managing support channels like Zendesk and strong leadership skills in a fast-paced environment. The right candidate will thrive on coaching and developing their team while ensuring the highest service standards in logistics.

Qualifications

• 2+ years' experience managing Customer Support teams in a high-volume, fast-paced environment.
• Strong working knowledge of Zendesk and Slack.
• Resilient and calm under pressure — especially during live operational challenges.

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.
• Monitor and analyse key data (CSAT, ticket volume) to identify trends.

Skills

Zendesk

Slack

Coaching

Data-driven mindset

Resilience under pressure

Education

Experience managing Customer Support teams

Tools

Airtable

Job description

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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&M brands 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

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.

• 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
• 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

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