Hive
Merchant Care Associate
Overview
The Merchant Care Associate On the Ground acts as the primary point of contact for merchant operational issues directly from the fulfillment center in Pavia, Italy. This role bridges the gap between warehouse floor operations, Hive's office-based specialists, and the merchants, focusing on resolving inventory, inbound, and outbound logistics issues.
About Hive
Hive is a customer-centric operations platform in Europe, founded in 2020, that empowers brands to excel in the digital commerce era. By combining technology with a network of operations partners, they streamline the operational chain for hundreds of independent brands. They have strategic locations across Europe and are backed by investors like Ti
Requirements & Eligibility
- 1–3 years of experience in Operations, Customer Support, SaaS, or logistics/third-party fulfillment
- Fluent in English
- Fluent in Italian (C2 or Native level)
- Hands-on, solution-oriented mindset with a bias for action and a strong sense of ownership
Key Responsibilities
- Resolve issues that need a pair of eyes on the floor such as missing items, inventory discrepancies, packaging questions, and returns edge-cases
- Own and resolve support tickets routed directly to the fulfillment center queue via Zendesk
- Partner daily with the logistics partner team and Spec Ops to build trust and unblock issues
- Spot inefficiencies and proactively improve Merchant Care processes
- Act as the voice of the merchant in cross-functional discussions with Product, Operations, and Tech
- Utilize data tools like Metabase, Notion, Asana, Zendesk, and Claude for decision making
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