Customer Support Manager, HIVED
On-site Sunday to Thursday
5 days a week in office (North Woolwich depot, London )
The tech-first and 100% electric delivery startup
Posted today
The tech-first and 100% electric delivery startup
101-200 employees
Posted today
On-site Sunday to Thursday
5 days a week in office (North Woolwich depot, 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
- 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
- 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
- 2+ years’ experience directly line managing or supervising customer support teams
- Strong working knowledge of Zendesk and Slack
- Experience handling escalations, complaints or emotionally sensitive situations
- 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
Desirable
- 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
What the job involves
- 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 our support team, working across email and live chat. You’ll be responsible for ensuring your team consistently delivers exceptional experiences, while also personally handling support enquiries
- Lead, coach, and motivate a team of Support Team Members working on a 4 on 3 off shift pattern
- Take ownership of daily support operations, including inbox health, live coverage, and management of real time escalations
- Deliver comprehensive training, facilitate onboarding, and drive ongoing learning initiatives
- Manage team schedules effectively to guarantee consistent and reliable coverage
- Step in to actively assist the team during peak operational times whenever necessary
- Proactively identify and implement process improvements
- Maintain and consistently enhance internal documentation and knowledge bases
- Serve as a key point of contact during major incidents
- Personally manage complex escalations with urgency, maturity, and empathy, encompassing proactive outreach and appropriate resolutions
- Monitor and analyse key data, such as CSAT, ticket volume, alongside response and resolution times, to identify trends and drive improvements
- Share valuable frontline insights and feedback with the Head of Customer Support and broader teams
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
Funding (last 2 of 4 rounds)
Jul 2025
$42m
SERIES B
Oct 2024
$2.7m
EARLY VC
Total funding: $60.5m
Company benefits
- Dynamic hybrid 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
- 1 Birthday Day Off + 2 Tenure-Based Additional Days Off
- 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.
Share this job
View 9 more jobs at HIVED