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Salary: EUR 36,830 - 46,835 / annual
Hive is building a customer-centric operations platform for e-commerce in Europe. As a Merchant Support Associate based on-site at the Pavia fulfillment center, you'll be the first point of contact for merchant operational issues, working directly on the warehouse floor.
You'll own support tickets in Zendesk, investigate and resolve issues like missing items, inventory discrepancies, packaging problems, and returns edge-cases. You'll partner daily with the logistics partner's team and Hive's Spec Ops, joining their stand-ups and building trust to unblock problems. You'll act as the voice of the merchant in cross-functional discussions with Product, Operations, and Tech teams.
Key responsibilities include spotting inefficiencies and proactively improving Merchant Care processes as the on-site model scales. You'll use data-driven tools like Metabase, Notion, Asana, Zendesk, and Claude to inform every decision. You'll start focused on Inventory and inbound operations, then broaden to Freight, B2B, and Outbound after the first few months, becoming the on-site go-to for multiple Merchant Care topics.
You need 1–3 years of experience in Operations, Customer Support, SaaS, or logistics/third-party fulfillment (warehouse experience is a bonus). Fluency in English is required; Italian at C2 or native level is essential. You should be hands-on, solution-oriented, with a bias for action and strong ownership mentality.
Hive offers 30 vacation days plus a paid 20-day sabbatical every three years, market-competitive salary with equity for all full-time staff, a MacBook or laptop of choice, free lunch weekly at the Berlin office, 50% lunch subsidy via ChefCoco, free drinks and snacks, €20/month Urban Sports Club subsidy, flexible working hours, internal training, regular team events, and company offsites.
