- Professional
- Optionales Büro in Berlin
The position
At Hive, we’re building the most customer-centric operations platform in Europe – and our Customer Support team is at the heart of that mission.
As a Merchant Support Specialist, you’ll be the first point of contact for our growing portfolio of merchants across Germany, France, Spain, Italy, the UK, the Netherlands and more. You’ll support them through day-to-day challenges, solve issues in close partnership with our Operational partners, and help scale the support processes that power our fast-growing business.
You’ll be working onsite in our centrally located Berlin office, as part of a collaborative, high-impact team that helps merchants succeed from day one.
What You’ll Do
- Be the go-to contact for our merchants: answer questions, troubleshoot problems, and deliver top-tier support across channels (email, chat, phone)
- Support fulfillment teams by investigating and resolving operational issues that impact orders, while regularly visiting our fulfillment centers to identify opportunities for process improvement
- Spot inefficiencies and proactively improve support processes as we scale
- Act as the voice of our customers in cross-functional discussions with Product, Ops, and Tech
- Help merchants understand and solve operational challenges, with tools such as Asana, Notion, and Zendesk
- Be curious and analytical, leveraging data to uncover root causes and opportunities
- Specialize in a key area of fulfillment — inventory management, freight coordination, or quality & claims — and act as the subject matter expert for your domain
Your profile
We know - sometimes, you can’t tick every box. We would still love to hear from you if you think you’re a good fit!
- 1–3 years of professional experience, ideally in Operations, SaaS, or Customer Support
- A structured, solution-oriented communicator with strong prioritization and analytical skills
- Comfortable navigating ambiguity and excited to build scalable processes from scratch
- Tech-savvy mindset with the ability to quickly learn and adapt to new tools and software
- Fluent in English and at least one of the following languages (minimum C1): German, French, Spanish, Italian, or Dutch
- A proactive, ownership-driven approach; anticipating needs, taking initiative, and driving tasks forward without waiting for direction
- Coachability: receptive to feedback and able to adapt behaviors and processes accordingly
Our offering
- Be part of the Hive.
Become part of a high-performing team of exceptional people from McKinsey, Amazon, Shopify, Google, Blackstone, J.P. Morgan, DHL, and more. At Hive, we foster a culture of trust, collaboration, and constructive feedback—where people are empowered to grow and make a real impact. - Make your mark.
Shape the future of commerce operations in a fast-scaling company with a strong entrepreneurial mindset. You’ll work on exciting challenges from Day 1 and grow alongside Hive as we expand across Europe. - Competitive compensation.
We offer market-competitive salaries, including an equity incentive plan (EIP) for all full-time team members. - Tools to thrive.
You'll receive a MacBook and the tools that suit your working style best—whether that’s an extra monitor, headphones, or something else to boost your productivity. - We support your well-being.
Enjoy 30 vacation days per year, with an additional 20 days to take as paid sabbatical every 3 years at Hive. - Office perks & team events.
Free drinks and snacks in our offices, and regular team events—including workations that bring the entire Hive team together.
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.
