Customer Support Manager, HIVED
More information about location
5 days a week in office (North Woolwich, London)
The first 100% electric and most loved delivery company
Job no longer available
The first 100% electric and most loved delivery company
101-200 employees
Job no longer available
More information about location
5 days a week in office (North Woolwich, London)
101-200 employees
Company mission
There’s parcel delivery. And then there’s HIVED. We’re building the most-loved delivery network at scale, powered entirely by electricity, for a delivery experience you can actually look forward to: fast, reliable and uncomplicated.
Role
Who you are
- 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
- 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
What the job involves
- As HIVED’s operation continues to scale, we are seeking a Customer Support Manager to lead and manage 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
- 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
- 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
Salary benchmarks
Our take
Parcel delivery currently relies on fossil-fuel powered vans for the most part — and they pollute the air we breathe, emit large amounts of CO₂ and congest our cities. At the same time, customer service is notoriously poor, unethical business practices are rampant, and the technology is outdated. HIVED offers an alternative: 100% electric delivery, cutting emissions by up to 76%.
The company's technology is so efficient, it can match – or sometimes even be cheaper – than the current high-emission carriers. HIVED has fundamentally set itself apart from larger competitors by cutting their emissions by 76%, which will be a significant advantage as the UK is witnessing a green economic boom in the wake of the coronavirus pandemic.
The industry's expansion grew to $141.05 bn globally in 2025, which will undoubtedly be underpinned by a push towards sustainability. HIVED is well-positioned to capitalise on this, particularly if it can maintain its current high standards off the back of its impressive 2025 Series B investment round.
Steph
Company Specialist at Welcome to the Jungle
Insights
Company
Employee endorsements
Team energy
"People are hard-working and humble, and try to seek the positive side in every challenge thrown at us. Successes are celebrated together wherever..."
Funding (last 2 of 4 rounds)
Jul 2025
$42m
SERIES B
Oct 2024
$2.8m
EARLY VC
Total funding: $60.7m
Company 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
- Wellbeing initiatives, including 3 wellbeing days in addition to holiday allowance
- Subsidised Private Medical Insurance including dental, vision & mental health therapy
- Team lunch provided once a week
- Enhanced maternity/paternity/adoption policy as day 1 right
- Cycle to work scheme
- Bi-annual performance reviews and tailored development plans
- Competitive salary + EMI options scheme
- Annual compensation review
- Community volunteer days
- Quarterly team socials and annual sports day (HIVED Olympics)
- Dog friendly office and depots
Company HQ
London, UK
Articles
Leadership
Mathias Krieger
(Co-Founder & CPO)After graduating King's College London, co-founded outdoor advertising startup Vanvas where they served as CEO until co-founding HIVED in 2021.
Murvah Iqbal
(Co-Founder & CEO)After graduating King's College London, also co-founded outdoor advertising startup Vanvas. Has previously been Head of Marketing at Archie's and Key Account Manager at PAVE London.
People progressing
Megan McDonnell joined HIVED as Founder’s Associate & Marketing Manager and rose to become Head of Brand & Marketing, guiding the company’s marketing strategy and brand growth.
Kevin grew from a Bicycle Courier into a Revenue Protection Manager, progressing through operations, customer success, driving efficiency and customer experience improvements.
Diversity, Equity & Inclusion at HIVED
- At HIVED, we believe diversity enhances innovation and strengthens our team. We are proud to employ people from a wide range of ethnic backgrounds, religions, sexual orientations, gender identities, nationalities, educational experiences, ages, and health/ability backgrounds. When we asked our team to describe HIVED in three words, the ones that came up most were ambitious, collaborative, and inclusive - values we strive to live every day. We are committed to fostering an environment where everyone feels valued, respected, and empowered to thrive. We actively seek to learn, listen, and improve our practices to ensure fair opportunities in hiring, career development, and workplace culture. Our journey is ongoing, but we are dedicated to building a workplace where individuality is celebrated, inclusion is intentional, and equity is embedded in how we work.
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