Merchant Support - Warehouse (f/m/d)

Job description

Total cash: €36,830 - €46,835 ### **The Position** At Hive, we're building the most customer-centric operations platform in Europe, and our Merchant Care team is at the heart of that mission. As a **Merchant Care Associate On the Ground**, you'll be the first point of contact for our merchants' operational issues **directly from the fulfillment center**. You'll work shoulder-to-shoulder with our logistics partner's floor teams, spot issues before they escalate, and close the loop between what's happening on the warehouse floor and our merchants. You'll be **on-site in Pavia**, **Italy** part of Hive's Merchant Care team, and the bridge between the fulfillment center operations, Hive's office-based specialists, and our merchants. ### What you'll do - **Be** the go-to Merchant Care contact at the fulfillment center: resolve issues that need a pair of eyes on the floor (missing items, inventory discrepancies, packaging questions, returns edge-cases). - **Own** the support tickets (Zendesk) routed directly to the fulfillment center queue — investigate, action, and resolve. - **Partner** daily with the logistics partner Team and our Spec Ops — join their stand-ups, build trust, unblock. - **Spot** inefficiencies and proactively improve Merchant Care processes as we scale the on-site model. - **Act** as the voice of the merchant in cross-functional discussions with Product, Operations and Tech. - **Bring** data into every decision, Metabase, Notion, Asana, Zendesk and Claude are your daily tools. - **Start** focused on Inventory / inbound, and broaden to Freight, B2B and Outbound after the first few months: becoming the on-site go-to for multiple Merchant Care topics at your fulfillment center. ### **Your Profile** We are looking for someone with: - **Experience:** **1–3 years** in Operations, Customer Support, SaaS, or logistics / third-party fulfillment. Bonus if you've worked in or near a warehouse. - **Languages:** fluent in **English**, plus **Italian** (C2 or Native level) - **Mindset**: hands-on, solution-oriented mindset with a bias for action and a strong sense of ownership. *We know, sometimes you won't tick every box. We'd still love to hear from you if you think you're a good fit.* ### Our offering - **Build something that matters:** Hive is redefining commerce operations in a €200B+ market. We already reach tens of millions of consumers a year and power 600+ independent brands, and we're just getting started. - **Work with exceptional people:** a high-performing, ambitious team, many from McKinsey, Amazon, Shopify, Google, TikTok, and Trade Republic. - **Grow with Hive:** own impactful projects from day one and grow as we scale. We're a meritocracy: your impact drives your progression, not your past titles. - **Time to recharge:** 30 vacation days a year, plus a paid 20-day sabbatical every three years. - **Competitive compensation:** market-competitive salary and an equity incentive plan (EIP) for all full-time team members. - **Your setup, your choice:** a MacBook (or laptop of your choice) plus accessories like an extra monitor or headphones, and a €46/month productivity budget to spend how you work best (from month 4; €23 for interns and working students from month 3). - **Food and fitness:** free lunch once per week at the Berlin office + daily 50% subsidy on lunch by ChefCoco, free drinks and snacks, and a €20/month Urban Sports Club subsidy for full-time team members. - **Flexibility and connection:** flexible working hours, internal training led by Hive experts, regular team events (€30/person/month budget), and company-wide multi-day offsites that bring all of Hive together - **Extras:** partner discounts on Raus stays, gym platforms, and a corporate benefits portal. **About us We're revolutionizing e-commerce operations.** At Hive, we empower brands to excel in the digital commerce era through our innovative operations platform. By combining cutting-edge technology with a curated network of top-tier operations partners, we deliver measurable results. Our comprehensive platform streamlines the entire operational chain through a single, intuitive interface. Since our founding in 2020, we've rapidly grown to become one of Europe's leading operations platform, partnering with hundreds of innovative brands. With strategic locations in Berlin, Paris, Milan, Madrid, London, and Amsterdam. Backed by prestigious investors including Tiger Global, Earlybird, and Picus Capital, we're scaling our impact across Europe. Diversity and inclusion are core to our success. We actively cultivate an environment where every team member, regardless of background, can thrive. We welcome talent from all walks of life, regardless of religion, ethnicity, nationality, gender, sexual orientation, age, marital status, or disability. At Hive, authenticity and professional growth go hand in hand.