Merchant Support - Warehouse (f/m/d)

About this role

Total compensation range: €28,968 - €39,952

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 escalate, and close the loop between what's happening on the warehouse floor and our merchants.

You'll be on-site in Poznan, 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

• 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 who:

• Experience: 1–3 years in Operations, Customer Support, SaaS, or logistics / third-party fulfillment. Bonus if you've worked in or near a warehouse.

• Languages: fluent in English, plus Polish (C2 or Native level)

• Mindset: hands-on, solution-oriented mindset with a bias for action and a strong sense of ownership.

• Driving licence

We know, sometimes you won't tick every box. We'd still love to hear from you if you think you're a good fit.

Our offering

• Build something that matters: Hive is redefining how commerce operations work in a €200B+ market. We already reach tens of millions of consumers every year and empower over 500 independent brands to grow and thrive - and we’re just getting started.

• Work with exceptional people: Join a high-performing, ambitious team, including many from world-class companies such as McKinsey, Amazon, Shopify, Google, TikTok, and Trade Republic.

• Grow with Hive: From day one, you’ll take ownership of ambitious projects and grow alongside Hive as we scale. We believe in meritocracy - your impact drives your progression, not your past titles.

• Competitive compensation: We offer market-competitive salaries and an equity incentive plan (EIP) for all full-time team members.

• Tools to thrive: Choose the setup that helps you do your best work - a MacBook (or laptop of your choice), plus accessories like an extra monitor or headphones to match your working style.

• Well-being matters: Enjoy 30 vacation days per year, plus a paid 20-day sabbatical every three years to recharge and reflect.

• Flexibility and connection: Benefit from flexible working hours, free drinks and snacks at our offices, and regular team events - including company-wide offsites that bring all of Hive together.

About us

We're revolutionizing e-commerce operations.

At Hive, we empower brands to excel in the digital commerce era through our innovative operations platform. By combining cutting-edge technology with a curated network of top-tier operations partners, we deliver measurable results.

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