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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.
Role Overview
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.
Location & Working Pattern
Please note: This is an on-site role based at our North Woolwich depot (London E16), working 40 hours per week. Shifts will be spread across 4–5 days, including one weekend day each week. As we continue to grow, there may be changes to working patterns and location in the future, so we’re looking for someone who is adaptable and comfortable with evolving ways of working.
Responsibilities
* Provide excellent customer support and resolve inquiries in a timely manner
* Maintain high response and resolution times
* Collaborate with teams to address operational queries and improve processes
* Maintain a positive, kind and respectful workplace culture
* Adapt to a fast-paced, high-volume environment
Qualifications
* Strong working knowledge of Zendesk and Slack
* 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
* 1-2 years experience in a similar client-facing, customer service roles
* Driven to deliver first-class service and exceed customer expectations, with an exceptional attention to detail
Benefits
* 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
* 20 days of holiday allowance 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
* Competitive salary + EMI options scheme
* 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)
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