Merchant Support Specialist, Hive
Operations platform for independent commerce
Be an early applicant
Operations platform for independent commerce
201-500 employees
Be an early applicant
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
- 1–3 years of professional experience, ideally in Operations, SaaS, or Customer Support
- A structured, solution-oriented communicator with strong prioritization and analytical skills
- Comfortable navigating ambiguity and excited to build scalable processes from scratch
- Tech-savvy mindset with the ability to quickly learn and adapt to new tools and software
- Fluent in English and at least one of the following languages (minimum C1): German, French, Spanish, Italian, or Dutch
- A proactive, ownership-driven approach; anticipating needs, taking initiative, and driving tasks forward without waiting for direction
- Coachability: receptive to feedback and able to adapt behaviors and processes accordingly
What the job involves
- As a Merchant Support Specialist, you’ll be the first point of contact for our growing portfolio of merchants across Germany, France, Spain, Italy, the UK, the Netherlands and more
- You’ll support them through day-to-day challenges, solve issues in close partnership with our Operational partners, and help scale the support processes that power our fast-growing business
- You’ll be working onsite in our centrally located Berlin office, as part of a collaborative, high-impact team that helps merchants succeed from day one
- Be the go-to contact for our merchants: answer questions, troubleshoot problems, and deliver top-tier support across channels (email, chat, phone)
- Support fulfillment teams by investigating and resolving operational issues that impact orders, while regularly visiting our fulfillment centers to identify opportunities for process improvement
- Spot inefficiencies and proactively improve support processes as we scale
- Act as the voice of our customers in cross-functional discussions with Product, Ops, and Tech
- Help merchants understand and solve operational challenges, with tools such as Asana, Notion, and Zendesk
- Be curious and analytical, leveraging data to uncover root causes and opportunities
- Specialize in a key area of fulfillment — inventory management, freight coordination, or quality & claims — and act as the subject matter expert for your domain
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
Company
Funding (last 2 of 3 rounds)
Jun 2024
$21.2m
SERIES A
Nov 2021
$33.8m
SERIES A
Total funding: $62.7m
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 HQ
Mitte, Berlin, Germany
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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