On‑Site Merchant Care Associate — Fulfillment Floor Liaison

Hive; Słubice; On-site; PLN 127,000 - 175,000; Full time

Benefits offered by this job

Competitive compensation

Equity incentive plan (EIP)

MacBook or laptop provided

30 days vacation

Sabbatical every 3 years

Flexible working hours

Team events & offsites

Job summary

Hive is hiring a Merchant Care Associate on the ground in Slubice to directly support merchants at the fulfillment center. You’ll resolve floor-level issues, own Zendesk tickets, and collaborate with logistics partners and internal teams to bridge warehouse operations with merchant needs.

You’ll use tools like Metabase, Notion, Asana, Zendesk, and Claude daily to drive data-informed decisions while starting withInventory/inbound responsibilities and expanding to Freight, B2B and Outbound as you

Qualifications

• 1–3 years in Operations, Customer Support, SaaS, or logistics/fulfillment.
• Fluent English and Polish at C2 or native level.
• Hands-on, solution-oriented with strong ownership.
• Driving licence is required.

Responsibilities

• Be the go-to Merchant Care contact at the fulfillment center and resolve on-floor issues.
• Own and manage Zendesk tickets from the fulfillment center queue.
• Partner daily with logistics teams and Spec Ops to unblock and align.
• Spot inefficiencies and improve on-site Merchant Care processes at scale.
• Act as the voice of the merchant in cross-functional discussions with Product/Operations/Tech.
• Bring data into decisions using Metabase, Notion, Asana, Zendesk and Claude.
• Start with Inventory/inbound and expand to Freight, B2B and Outbound over time.

Skills

Operations

Customer Support

SaaS

Logistics

Tools

Metabase

Notion

Asana

Zendesk

Claude

Job description

Hive is hiring a Merchant Care Associate on the ground in Slubice to directly support merchants at the fulfillment center. You’ll resolve floor-level issues, own Zendesk tickets, and collaborate with logistics partners and internal teams to bridge warehouse operations with merchant needs.

You’ll use tools like Metabase, Notion, Asana, Zendesk, and Claude daily to drive data-informed decisions while starting withInventory/inbound responsibilities and expanding to Freight, B2B and Outbound as you