Senior Customer Support Manager

HIVED Ltd; London; On-site; GBP 40,000 - 70,000; Full time

Job summary

Join a fast-growing climate and logistics startup as a Senior Customer Support Manager. This pivotal role involves leading a dynamic team to elevate customer service standards and ensure customer satisfaction. You will drive quality improvements, implement innovative AI tools, and foster a culture of excellence. As part of a passionate team backed by leading investors, you will have the opportunity to shape the future of sustainable parcel delivery in the UK. If you are adaptable, data-driven, and ready to make an impact, this is the role for you!

Benefits

Dynamic working environment

Learning opportunities

25 days holiday plus public holidays

Subsidised Private Medical Insurance

Weekly team lunch

MacBook Air or Windows Laptop

Enhanced maternity/paternity/adoption policy

Cycle to work scheme

Dog friendly office

Qualifications

• Proven success in managing customer support teams with a focus on performance.
• Experience in integrating AI tools to enhance service efficiency.

Responsibilities

• Lead and manage customer support teams, ensuring high service standards.
• Track KPIs and implement training programs for team development.

Skills

Customer Support Management

People Development

Data-Driven Decision Making

Interpersonal Communication

AI Integration

Tools

AI Tools

Job description

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, 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

As HIVED’s operation continues to scale, we are seeking a Senior Customer Support Manager to lead and transform our customer support operations, ensuring the highest standards of service and customer delight. This role is pivotal in driving quality and building a high-performing team to uphold our brand promise and make HIVED the most loved parcel delivery network in the UK.

Please note that this is an in-person role based at our Woolwich depot, Monday through Friday.

Responsibilities

• Lead, inspire and manage our customer support team, fostering a culture of excellence, collaboration and growth.
• Set and maintain the highest standards of customer service across our two customer support teams working a 4-on-4-off shift pattern, ensuring every interaction reflects our brand values and exceeds customer expectations.
• Track and optimise key performance indicators (KPIs) such as response times, first-contact resolution, and customer satisfaction scores.
• Lead the development and implementation of AI tools to streamline support operations, improving efficiency while maintaining high-quality human interactions where needed.
• Act as the primary point of contact for high-level escalations, ensuring swift resolution and customer satisfaction.
• Design and implement ongoing training programmes, ensuring the team is equipped with the skills and knowledge to excel in a dynamic support environment.
• Work closely with cross-functional teams to align customer support efforts with business objectives and operational changes.
• Provide comprehensive reports on customer support performance to the Head of Brand & Customer Experience, driving strategic improvements and team opportunities for growth.

Requirements

• Demonstrated success in managing and scaling customer support teams, with a strong focus on people development, engagement and performance management.
• Meticulous approach to service quality, with the ability to spot areas for improvement, provide actionable feedback and implement solutions proactively.
• High degree of adaptability and flexibility in a rapidly changing and growing environment
• Hands-on experience in integrating AI or automation tools into customer service operations, improving efficiency without sacrificing quality.
• Strong data-driven decision-making skills, with experience analysing support metrics and driving process improvements based on insights.
• Excellent interpersonal and communication skills, with the ability to influence across all levels of the organisation.

Benefits

• 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
• 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