Merchant Support
Pubblicato il 08-09-2026 - Hive Logistics in Pavia
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 escape, and close the loop between what's happening on the warehouse floor and our merchants.
You'll be on‑site in Pavia, Italy as 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 ProfileWe are looking for someone with:
- Experience: 1–3 years in Operations, Customer Support, SaaS, or logistics / third‑party fulfillment. Premio 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.
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