Customer Support Manager

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 startup 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 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, Deep Mind, Bain, Hello Fresh, 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, Nordic Ninja VC and the British government. We’re passionate about driving innovation and redefining the future of delivery.

• We Are Kind – Kind to the planet, our team and our partners. We listen with purpose, leave our egos at the door and aren’t afraid to make difficult decisions. We must never confuse kindness with being "nice" – it requires us to be fair, consistent, honest, thoughtful and compassionate.
• We Are Tenacious – We fight every day to keep the customer promise, for every parcel entrusted to us. No matter how hard it gets or whatever stands in our way, we are relentless in our pursuit of excellence.
• We Are Curious – We never settle, constantly challenge convention and are never afraid to ask why. We believe there is always more to learn, always a better way, and that we’re always only just getting started. We never fight the urge to be inquisitive, to understand the world around us and to explore where others might not.
• We Are Resourceful – Our planet’s resources are scarce and our future depends on our ability to use them wisely. Waste is the enemy. We strive to do more with less, be more efficient and make the most of what we have.

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.

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.

This is an on‑site role based at our North Woolwich depot (London E16), working 5 days per week (Sun–Thur). 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 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.
• Proactiv…