Customer Experience ManagerHived

London, England, United Kingdom 16-08-2023


About HIVED 📦

The world needs logistics solutions that are better for people and the environment, and that’s where HIVED comes in. We are a London-based climate and logistics start-up building the first emission-free parcel delivery network at scale, powered by a 100% electric fleet. A tech company at heart, we have built a modern tech stack, novel in-house routing and decision engines, apps and data stack, plus are now shipping for over 100 brands including Asos, Zara, Karen Millen, Sky and more.

Our tight-knit team is made up of ex-Revolut, Bain, GoPuff, ASOS, Apple, Amazon, Bulb 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.

Role Overview 📝

HIVED is looking for a Customer Experience Manager to help build out our Customer Experience team. This is a unique role and offers the opportunity to build out the structure, processes and responsibilities of the Customer Experience team. You will set the direction for the Customer Experience team and there are strong progression opportunities as we scale this team.

HIVED has seen explosive growth in the year few years and this has been driven in large part due to the incredible customer experience that we have provided to our delivery recipients (i.e. customers that have ordered online and we are delivering their parcels). As we continue our rapid expansion, we will be separating the Customer Experience team from the Operations Dispatch team as we look to deepen our Customer Experience capability

This role will play a vital part in setting HIVED up for scale. It will be your responsibility to create a roadmap for the Customer Experience team, ensure the team is well staffed and trained and design the standard processes that the team should follow. A successful candidate will have strong opportunity to progress to more senior levels as the size of the team increases. This is an in-person role requiring a minimum of four days of working from our offices - you will primarily be based at our North Woolwich depot (E16) with some time working at our office in Shoreditch (E2)


Responsibilities 🎯

  • Your mission as a Customer Experience Manager is to help HIVED's delivery recipients have the best experience with us, providing support across our live chat, email and potentially phone calls with a human and efficiency centred approach
  • You'll be the founding member of the Customer Experience team and get to build out the structure, processes and responsibilities of the Customer Experience team and there will be the opportunity to grow and lead the team eventually
  • You'll be the voice of our delivery recipients internally at HIVED and will become the go-to expert on their needs and be able to communicate this feedback to the the Dispatch, Depot, Tech and Marketing teams
  • You'll build out the Customer Experience team through hiring, onboarding and training
  • You'll be responsible for investigating, triaging, escalating/resolving any issues raised by delivery recipients
  • Define and refine the long-term Customer Experience roadmap for HIVED

Who we’re looking for 👀

  • Core requirements
    • Experience using live chat support systems (e.g. intercom) and are also comfortable giving email & telephone based support
    • Experience in and passion for working in customer experience / support / services team and also gained experience in leading/managing such teams
    • Experience in a business with high volume customer inbounds and outbounds
    • A willingness to both get your hands dirty (e.g. responding to customers directly via chat, email and other channels) and think at a higher-level (e.g. defining the long-term Customer Experience roadmap)
    • Thrive in a startup environment, e.g. are comfortable working in a fast paced and ambiguous environment. Not all processes are documented so you will have the opportunity to help shape our operations
    • Able to work from one of our offices for at least four days a week and weekend work might also be required
  • Optional requirements
    • A passion for our zero-emissions mission and want to contribute to combating climate change
    • Experience experience in building out processes from scratch and are able to work comfortably with low-code tools
    • Experience in working at a start-up


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
  • Wellbeing initiatives, including three wellbeing days in addition to holiday allowance
  • Weekly team lunch and regular company socials
  • Brand new MacBook Air or Windows Laptop (depending on your preference)
  • Hybrid working set-up with in-person time expected at both our Shoreditch office or North Woolwich based depot (3-4 days/week onsite)
  • Enhanced maternity/paternity/adoption policy
  • Further benefits launching Q4 2023

Applications are now closed