Customer Support Manager

Job summary

ABOUT HIV*** At HIV***, 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.

Benefits

Qualifications

• 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.
• Building an outstanding delivery experience is all about support and trust at every step.
• 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 HIV***’s delivery experience.
• The right candidate will be comfortable with this schedule and the travel required to be on-site.
• 2+ years’ experience directly line managing or supervising customer support teams
• Strong working knowledge of Zendesk and Slack
• Experience handling escalations, complaints or emotionally sensitive situations
• Confident coaching others and comfortable giving and receiving constructive feedback
• Resilient and calm under pressure, especially during live operational challenges or escalations
• Detail-oriented, with high standards for tone, quality, and process
• Data-driven mindset with sound judgment and a bias for action

Responsibilities

• You’ll be responsible for ensuring your team consistently delivers exceptional experiences, while also personally handling support enquiries.
• 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.
• Proactively identify and implement process improvements.
• Maintain and consistently enhance internal documentation and knowledge bases.
• Serve as a key point of contact during major incidents.
• Personally manage complex escalations with urgency, maturity, and empathy, encompassing proactive outreach and appropriate resolutions.
• Monitor and analyse key data, such as CSAT, ticket volume, alongside response and resolution times, to identify trends and drive improvements.
• Share valuable frontline insights and feedback with the Head of Customer Support and broader teams.

Degrees

Travel

Industry

Company size