Customer Experience Manager

❌ This role has already been filled, better luck next time! ❌

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

‍