Total cash: €36,830 - €46,835
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The Position
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 escape, and close the loop between what's happening on the warehouse floor and our merchants.
You'll be on-site in Pavia, 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
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- 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:
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- Experience: 1–3 years in Operations, Customer Support, SaaS, or logistics / third‑party fulfillment. Premio if you've worked in or near a wareh
📌 Merchant Support (Pavia)
🏢 HIVE
📍 Pavia