Customer Experience Manager

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 was built on the idea that parcel delivery needed to be improved and transformed in every capacity, and a huge part of that is providing an amazing customer experience to end recipients. As we continue on a journey of explosive growth, we are looking for a Customer Experience Manager to help build and scale our Customer Experience function and team and deepen our Customer Experience capability.

This is a unique and dynamic role, offering the opportunity to build out the structure, processes, and responsibilities of the Customer Experience team from scratch. Given the immense importance of customer experience to the HIVED mission, this role will play a vital part in setting HIVED up for scale: it will be your responsibility to create a roadmap and vision 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
• You'll be the voice of our delivery recipients internally at HIVED and will become the go-to expert on their needs, communicating this feedback to the the Dispatch, Depot, Tech, and Marketing teams
• You'll build out the Customer Experience team through hiring, onboarding, and training, with the opportunity to eventually grow and lead the team
• You'll be responsible for investigating, triaging, escalating/resolving any issues raised by delivery recipients
• You'll define and refine the long-term roadmap and vision for customer experience at 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; weekend work might also be required
• Optional requirements
  
  • A passion for our sustainability 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

Benefits

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
• MacBook Air or Windows Laptop (depending on your preference)
• Hybrid working set-up with in-person time expected at both our Shoreditch office and North Woolwich based depot
• Enhanced maternity/paternity/adoption policy

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