Head of Customer Support

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.

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, NordicNinja VC 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 Head of Customer Support to manage our Support Team, 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). 

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.

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 (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.
• Identifying end-to-end process steps for customer journey, propose improvements and implement in collaboration with several other stakeholders (ops and commercial).
• 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 

• 5+ 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.

How we reward our team

• 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.
• 1 Birthday Day Off + 2 Tenure-Based Additional Days Off.
• Subsidised Private Medical Insurance including dental, vision & mental health therapy.
• Bi-annual performance reviews and tailored development plans.
• Annual compensation review.
• Team lunch provided once a week.
• Quarterly team socials and annual sports day (HIVED Olympics).
• Enhanced maternity/paternity/adoption policy as day 1 right.
• Community volunteer days.
• Cycle to work scheme.
• Dog friendly office and depots.
• MacBook Air or Windows Laptop (depending on your preference).

Want to learn more?

• Meet the team in 60 seconds: Behind the scenes with HIVED
• HIVED is B Corporation certified
• We are named as UK StartUp of the Year 2024
• Read how HIVED raised $42M to transform parcel delivery with AI and all-electric logistics network
• Check the Impact Report 2024
• Keep up with HIVED here