Customer Support Associate

About HIVED 📦

The world needs logistics solutions that are better for people and the environment. That’s where HIVED comes in. We are a London-based climate and logistics start-up building the first-ever sustainable parcel delivery network at scale, now shipping for over 100 brands including ASOS, Minor Figures, Allpress, Pip & Nut and more. A tech company at heart, we have built a modern tech stack and intelligent routing, and are massively innovative in a traditional industry. We care about ethical employment, too: our fantastic Delivery Team is highly trained in customer care and paid hourly for fair wages.

All of this means businesses can get emission-free deliveries with better service at more affordable prices. It’s parcel delivery reimagined; better all around for everyone, from start to end, warehouse to doorstep.

Our tightknit team is made up of ex-Revolut, Bain, GoPuff, ASOS, Apple, Amazon and Bulb employees, and we are backed by some of Europe's leading investors and VCs in climate-tech, logistics and mobility including Maersk Growth, Pale Blue Dot VC, Eka Ventures, the British government and more.

Role Overview 📝

We are looking for an exceptionally talented Customer Support Associate to ensure our daily operations run smoothly and efficiently. This is a customer-focused role, so you will be managing the communication with our parcel recipients. This requires a proactive nature and the ability to maintain a positive attitude to deal with a high-pressured environment. This role is a unique opportunity to learn and be at the heart of an operations orientated fast-paced, high-growth start-up. This role will be based in our North Woolwich depot in London (E16).

Please note that this a shift-based role, meaning that the days you work will vary each week, You will typically work 5x 9h shifts or 3-4x 12h shifts. The shifts will cover the period from 8am to 10pm.

Requirements

Responsibilities 🎯

• Managing our daily communication with our recipients (i.e. customers receiving their parcel) to always offer 5-star service
• Proactively reaching out to our recipients to inform of any issues on the road
• Updating and reporting on our software tools

Qualifications 🌟

• Proactive in resolving issues and suggesting improvements for future developments
• Diligent, trustworthy and very level headed under pressure
• Ability to work with urgency to resolve issues in a short time frame
• Outstanding analytical skills and a data-driven mindset
• Comfortable using and adapting to software systems
• Excellent organisational skills
• Passionate about the HIVED mission and sustainability more generally

Benefits

Benefits 🎁

How we reward our team

• Full-time salaried position with pay from £25,000-£30,000 depending on the experience of the applicant
• 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)
• Enhanced maternity/paternity/adoption policy