Merchant Support

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.

Total cash: €36,830 - €46,835

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 elevate, 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