On-Site Merchant Care Associate — Warehouse Ops (Italy)

Hive; Casei Gerola; In loco; EUR 30.000 - 42.000; Tempo pieno

Vantaggi offerti da questo lavoro

30 vacation days

Sabbatical every 3 years

Equity incentive plan

MacBook / equipment

Productivity budget

Team events budget

Ticket Restaurant 8€ per working day

Descrizione del lavoro

Hive is building a customer-centric operations platform in Europe. As a Merchant Care Associate On the Ground in Casei Gerola, you will resolve fulfillment-floor issues, own Zendesk tickets, and collaborate with logistics partners and product teams to improve processes.

Fluency in English and Italian is required, with 1–3 years in related roles. You’ll be on-site at the Casei Gerola fulfillment center, supporting inventory, inbound logistics, and later Freight and B2B topics as you grow with the

Competenze

• 1–3 years in Operations, Customer Support, SaaS, or logistics.
• Fluent in English and Italian (C2 or native).
• Hands-on, solution-oriented mindset with ownership and bias for action.

Mansioni

• Be the go-to Merchant Care contact at the fulfillment center; resolve floor issues like missing items and inventory discrepancies.
• Own the support tickets (Zendesk) routed to the fulfillment center queue; investigate, action, and resolve.
• Partner daily with the logistics partner team and Spec Ops; join stand-ups and 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 decisions using Metabase, Notion, Asana, Zendesk and Claude.
• Start focused on Inventory / inbound; broaden to Freight, B2B and Outbound after the first months.

Conoscenze

Operations

Customer Support

SaaS

Logistics

Strumenti

Zendesk

Metabase

Notion

Asana

Descrizione del lavoro

Hive is building a customer-centric operations platform in Europe. As a Merchant Care Associate On the Ground in Casei Gerola, you will resolve fulfillment-floor issues, own Zendesk tickets, and collaborate with logistics partners and product teams to improve processes.

Fluency in English and Italian is required, with 1–3 years in related roles. You’ll be on-site at the Casei Gerola fulfillment center, supporting inventory, inbound logistics, and later Freight and B2B topics as you grow with the