Customer Support Associate

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.

Our Values

• 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.

KPIs

Core Individual KPIs

Support Quality Score: Measures the quality of our Customer Support by tracking how happy customers are with the support they received, how easy they believe it was to get help, and how they feel about HIVED after speaking with the team.

Average Handle Time: The average time spent on a single interaction

QA Score: Quality score measuring empathy, accuracy, compliance and adherence to processes and guidelines.

Contacts per hour: Minimum expected tickets or chats solved per hour

Who you are

• 1-2 years experience in similar client-facing, customer service roles (eg hospitality, retail, etc.)

• A problem-solving mindset. You aren't satisfied with just closing a ticket, you're driven to understand the source of the problem and advocate for better ways of doing things

• Demonstrate exceptional customer handling, interpersonal and written communication skills

• Strong multitasking and problem-solving skills, with the ability to move quickly between customer queries and operational issues

• Capability to thrive in a fast-paced, high-volume workplace and contribute to a positive, kind and respectful workplace culture

• Driven to deliver first-class service and exceed customer expectations, with an exceptional attention to detail

What job involves

• Building out an outstanding delivery experience is all about support and trust for every delivery. Our customer support team is a crucial part of this delivery journey, providing end recipients with the visibility and information they need to have a smooth experience

• As Customer Support Associate, you will have the opportunity to shape the HIVED brand experience for end-recipients, ensuring every touchpoint reflects our commitment to excellent service

• In this role, maintaining industry-leading response and resolution times is key, with a goal of responding to customers quickly and solving their core operational queries

• Success in this role will depend not only on helping to solve, but also on thinking critically about how customer issues are handled and whether we can do better to improve their experience

• Please note that this is a shift-based role. We offer a flexible 4-on/3-off shift pattern where your rest days may vary throughout the week, along with the option to work from home for any scheduled weekend shifts

• Shifts are day time 11 hours in length. The right candidate is comfortable with this kind of schedule and the necessary travel to and from our North Woolwich depot (London E16)

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

  • similarly on 4 days on - 3 days off shift pattern, you are entitled to the equivalent of 20 days paid holiday 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?

• HIVED is B Corporation certified

• HIVED is #7 on The Sunday Times Tech 100

• Read how HIVED raised $42M to transform parcel delivery with AI and all-electric logistics network

• Check the Impact Reports for 2024 and 2025

• Keep up with HIVED here