Merchant Support
Pubblicato il 25-09-2026 - HIVE in Pavia
Total cash: €36,830 - €46,835
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.
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 escalate, 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. 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 acti