Technical Support Specialist, Hive
+ Stock options
Operations platform for independent commerce
Job no longer available
Operations platform for independent commerce
201-500 employees
Job no longer available
+ Stock options
201-500 employees
Company mission
To be the operational brain of your D2C company, so that you can focus on other aspects of your business.
Role
Who you are
- Language: C1 in English as well as C1 efficiency in one of the following languages: French, Italian, Spanish, or German
- Demonstrated ability to approach problems with a curious mindset, seeking out creative solutions and innovative approaches
- Experience in a Series A-backed fast-paced start-up
- Ability to work independently and manage multiple tasks effectively using multiple platforms daily
- Highly organized and detail-oriented
- Excellent verbal and written communication skills, conveying complex technical information to non-technical stakeholders
- Capability to develop and implement technical and operational strategies and processes aligned with business objectives
- Strong interpersonal skills with a friendly and approachable demeanor
- Handle complex escalations involving multiple stakeholders and revenue impact
What the job involves
- As a Technical Support Specialist, you will be working on building and supporting our brands with their technical setup in the Technical Implementation Team onsite in our centrally located Berlin office
- Provide world-class Support to our customers, ensuring they have a smooth and positive experience with the Hive App
- Collaborate with Growth Managers and operational teams to launch new customers, ensuring all technical deadlines are met
- Manage and maintain technical tools, the Hive App, and data systems, including specification and management systems
- Serve as the go-to expert for technical and operational matters related to launching a customer for success
- Work closely with key stakeholders (such as Tech and Product, Growth and Operational teams) to ensure a joined-up approach, with consistent technical capabilities of the Hive App
- Analyze complaints data to drive quality improvement and follow up on serious customer issues
- Create and maintain helpful resources, FAQs, and documentation to assist customers
- Driving customer satisfaction and retention. Your efforts will directly impact our growth trajectory
- Supporting team lead with quality assurance and feedback to stakeholders and team
- Go beyond day-to-day to be the voice of the customer across the whole company
Our take
Streamlining commerce operations requires the participation of various departments, which can complicate the purchase-to-delivery cycle and lead to delays. Hive’s platform helps to streamline commerce operations through a network of operations providers.
Hive’s Warehouse Management System works in tandem with its Transport Management System to organise and economise the operations of eCommerce businesses. Importantly, its network of solutions means that users can give their customers an accurate delivery date from the moment of purchase online. This leads to a better experience that can help foster loyalty and support repeat purchases.
This is an attractive proposition, especially as eCommerce begins to take over from the high street and consumer expectations continue to rise. Investors have recognised this potential in Hive, which intends to use its latest funding round to accelerate growth and product development, with the aim to reach profitability by 2025.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Some candidates hear
back within 2 weeks
Company
Funding (last 2 of 3 rounds)
Jun 2024
$19.2m
SERIES A
Nov 2021
$30.6m
SERIES A
Total funding: $56.8m
Company benefits
- Virtual employee stock options for all full-time team members
- Operating system and hardware of your choice (plus additional tech equipment that you need, screens, you name it)
- 30 vacation days annually, with the opportunity for a sabbatical after three years with us
- Dedicated monthly wellness and productivity budget
Company values
- Level up our customer - We listen to what our customers need and proactively raise the bar for their success
- Trust in ownership - We trust ourselves and others to take ownership of projects, deliver, and iterate effectively
- Caring meritocracy - We are a sports team not a family. We support each other and make the best ideas win, regardless of background
- Deliver and celebrate results - We set ambitious goals and celebrate them together. We take the time to appreciate each other
- Take responsibility for sustainable actions - We strive to monitor our end-to-end impact and pioneer sustainability in our industry
Company HQ
Mitte, Berlin, Germany
Articles
Leadership
Franz Purucker
(Managing Director)Previously worked in Strategy and Consulting at McKinsey & Company. Was also an Investment Banker at JP Morgan and worked in Venture Development at Rocket Internet.
Leonard Von Kleist
(CTO)Previously Risk Advisory Intern at Deloitte, ML Engineer at Araneum Technologies and Hybrid Mobile Developer at LivingTech.
Oscar Ziegler
(CEO)Previously Junior Engagement Manager at McKinsey & Company. Was also Head of Logistics (HK) at foodpanda and was a Google Student Ambassador.
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