Merchant Support
Pubblicato il 07-10-2026 - HIVE in Casei Gerola
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 elevate, and close the loop between what's happening on the warehouse floor and our merchants.
You'll be on-site in Casei Gerola (PV), 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 action and a strong sense of ownership.
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