Customer Support Manager

TL;DR

Customer Support Manager (Logistics): Leading the support team to deliver exceptional service for a sustainable parcel delivery network with an accent on operational efficiency, team coaching, and real-time escalation management. Focus on maintaining high service standards, optimizing support processes, and driving continuous improvement in a fast-paced, tech-enabled environment.

Location: Must be based in London and able to work on-site at the North Woolwich depot (London E16) 5 days per week (Sun–Thur).

Company

hirify.global is a fast-growing climate and logistics startup building the first sustainable, 100% electric parcel delivery network at scale.

What you will do

• Lead, coach, and motivate a team of support members to ensure consistent service quality.
• Manage daily support operations, including inbox health, live coverage, and real-time escalations.
• Facilitate onboarding, training, and ongoing learning initiatives for the team.
• Monitor key performance metrics like CSAT and ticket volume to identify trends and drive improvements.
• Personally handle complex escalations with urgency and empathy.
• Collaborate with the Head of Customer Support to share frontline insights and improve delivery experiences.

Requirements

• 2+ years of experience in line managing or supervising customer support teams.
• Strong working knowledge of Zendesk and Slack.
• Proven ability to handle escalations and emotionally sensitive situations.
• Resilient and calm under pressure during live operational challenges.
• Must be available to work on-site 5 days per week (Sun–Thur) at the North Woolwich depot.
• Data-driven mindset with a bias for action and high standards for quality.

Nice to have

• Experience in startups or scale-ups.
• Background in logistics, last-mile delivery, or tech-enabled operational services.
• Familiarity with AI tools and support automation.
• Working knowledge of Airtable.

Culture & Benefits

• Dynamic, diverse, and mission-driven team environment.
• 25 days of holiday plus public holidays and additional tenure-based days.
• Subsidised private medical insurance (dental, vision, mental health).
• Bi-annual performance reviews and tailored development plans.
• Weekly team lunch and quarterly team socials.
• Enhanced maternity/paternity/adoption policies.