Customer Support Manager

Join to apply for the

Customer Support Manager

role at

HIVED3 days ago Be among the first 25 applicantsJoin to apply for the

Customer Support Manager

role at

HIVEDGet AI-powered advice on this job and more exclusive features.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, HandM 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 OverviewBuilding 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 patternEnsure high-quality support is delivered across all channels (Zendesk, Slack, etc.)Conduct regular 1:1s and performance reviews; provide feedback and develop yearly performance plansOwn day-to-day support operations, including inbox health, live coverage, and real-time escalationsMonitor and analyse key data (CSAT, ticket volume, response/resolution times) to identify trends and drive improvementsChampion our tone of voice, empathy, and customer-first mindset in every interactionLead onboarding and ongoing training for new team membersShare insights and feedback from the frontline with the Senior Customer Support Manager and broader teamsAssist in implementing and optimising new tools and workflows — including AI and automationContribute to wider customer experience strategy and continuous improvement effortsPersonally handle complex escalations with urgency, maturity, and empathy — including proactive outreach and appropriate resolutionRequirements2+ years’ experience managing Customer Support teams

in a high-volume, fast-paced environmentStrong working knowledge of

Zendesk

and

SlackConfident coaching others and comfortable giving and receiving constructive feedbackResilient and calm under pressure — especially during live operational challenges or escalationsDetail-oriented, with high standards for tone, quality, and processData-driven mindset with sound judgment and a bias for actionComfortable navigating ambiguity and working in a fast-changing environmentExperience working in startups or scale-ups ( strongly preferred )Background in logistics, last-mile delivery, or other tech-enabled operational servicesFamiliarity with AI tools and support automationExposure to customer insight, NPS, or operational excellence projectsWorking knowledge of

AirtableBenefitsDynamic working environment with a diverse and driven teamHuge opportunity for learning and growth in a high-impact, high-growth environmentClear progression opportunities based on success in roleSubsidised private medical insurance (including dental and vision)Weekly team lunch and regular company socialsEnhanced parental leave policies (maternity/paternity/adoption)Cycle to work schemeSeniority level

Seniority level Mid-Senior levelEmployment type

Employment type Full-timeJob function

Job function Customer Service and ManagementIndustries Transportation, Logistics, Supply Chain and Storage and Freight and Package TransportationReferrals increase your chances of interviewing at HIVED by 2xSign in to set job alerts for “Customer Service Support Manager” roles.

Customer Support Supervisor (Hybrid, London)

London, England, United Kingdom 1 week agoWatford, England, United Kingdom 3 days agoGreenhithe, England, United Kingdom 2 days agoLondon, England, United Kingdom 1 week agoLondon, England, United Kingdom 2 weeks agoLondon, England, United Kingdom 5 days agoLondon, England, United Kingdom 2 days agoWatford, England, United Kingdom 3 days agoWatford, England, United Kingdom 2 months agoLondon, England, United Kingdom 2 weeks agoLondon, England, United Kingdom 1 day agoGravesend, England, United Kingdom 6 days agoLondon Area, United Kingdom 20 minutes agoKingston Upon Thames, England, United Kingdom 5 days agoDartford, England, United Kingdom 2 days agoLondon, England, United Kingdom 2 weeks agoLondon, England, United Kingdom 1 day agoLondon, England, United Kingdom 1 day agoLondon, England, United Kingdom 1 week agoHarlow, England, United Kingdom 4 days agoLondon, England, United Kingdom 2 days agoLondon, England, United Kingdom 1 day agoLondon, England, United Kingdom 1 month agoManager, Customer Enablement (London, United Kingdom)

London, England, United Kingdom 2 weeks agoCustomer Support Manager (SaaS/Software)

London, England, United Kingdom 1 week agoTeam Lead - Customer Onboarding (SaaS) - Australia Relocation Opportunity!

London, England, United Kingdom 1 day agoLondon, England, United Kingdom 1 week agoWe’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of ..... full job details .....