Customer Support Specialist (f/m/d)

The position

If you are excited about the opportunity to shape this company and disrupt an industry, apply!

• Join our team of Customer Support Specialist! You have the opportunity to define and meet our customer goals, ensure the highest quality experience for our customers in a new city as well as maintain existing relationships in Germany, France, Italy, and Spain!
• Front line support: assisting all customers by delivering the best customer support possible, helping them to understand and solve operational challenges
• Proactively communicating to go above and beyond for our first customers in a new city
• Problem-solving technical issues and prioritizing: working with the tech team to build cases and prioritize them ensuring our customers have a smooth resolution when it comes to technical bugs
• Ensuring all transactions through the app is smooth sailing by reviewing all orders, whilst improving these processes for scaling
• Analyze Hive customer processes to identify improvement opportunities, drive their implementation and scale them globally.
• Be the voice of customers with the product and tech team and work closely with these teams to design new processes as Hive evolves and grows.
  
  

"If this role gets you excited, please apply with a cover letter detailing a time you went above and beyond for a customer!"

Your profile

We know - sometimes, you can't tick every box. We would still love to hear from you if you think you're a good fit!

• Enthusiasm to build an early-stage company and reshape D2C e-commerce fulfillment
• 1-3 years experience, customer-related experience is a plus
• Relentless drive and hands-on entrepreneurial mentality
• Experience in being part of technical projects is a plus
• Experience in designing, building, and executing new processes
• Clear, professional, and informative written and verbal communication style
• Excellent organization, time management, and prioritization skills
• Ability to adapt quickly to business priority changes and comfortable dealing with ambiguity
• Fluent in English and at least one of the following languages (minimum C1): German, Italian, French
  
  

Our offering

• Be part of the Hive. You will work with a highly driven team of exceptional and experienced people in all domains. People at Hive have worked at organizations such as McKinsey, Amazon, Shopify, Google, Flink, Blackstone, J.P. Morgan, DHL before. We believe in a culture of trust, collaboration, empowerment, and constructive feedback in a positive and inspiring work atmosphere
• Make an impact. Join a young company with an entrepreneurial culture operating at lightning speed — we want you to grow with us
• You will be valued. We offer attractive compensation, including virtual employee stock options for all full-time team members plus your choice of hardware according to your preference
• We support your well-being. Benefit from 30 vacation days annually, with the opportunity for a sabbatical after three years with us, alongside a dedicated monthly wellness and productivity budget
• We will get you set up. Operating system and hardware of your choice, additional tech equipment that you need, screens, you name it — we want to enable you to do your best work
• There's more! Enjoy free drinks, and snacks in our offices in Berlin, Paris, Milan, and Madrid, and join regular team events such as off-sites
  
  

About Us

We make better commerce operations for everyone.

Hive’s mission is to make commerce operations better - for brands, consumers and ops partners. Hive seamlessly combines powerful technology with a network of leading operations providers, saving commerce brands on average 17% on costs and generating up to 24% revenue uplift. All-in-one, through our Hive App. The Hive ecosystem spans the full operational chain. Started just in 2020, Hive already works with hundreds of the leading brands across Europe such as HOLY, mybacs and Inkster and has become the leading operations platform in Europe. Backed by acclaimed global investors including Tiger Global, Earlybird, Picus Capital, we are rapidly expanding our pan-European network with our newly opened fulfillment centers and offices in Berlin, Paris, Milan, Madrid and London.

At Hive, we believe fostering diversity in every team makes us a stronger company overall. We do not discriminate based on religion, skin color, nationality, gender, sexual orientation, age, marital status, or disability, and encourage applications from all backgrounds. We strive to create an inclusive workplace where everyone feels encouraged to be their true self and to grow professionally.