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Customer Support Specialist (f/m/d)

Hive

Hive

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Customer Service
Berlin, Germany
Posted on Thursday, July 20, 2023
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 German or English and Italian (minimum C1).
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 provide logistics made for tomorrow.

Better e-commerce operations — fast, transparent, and affordable.
Hive’s mission is to enable merchants to grow by democratizing access to great operations. Hive is the operational brain for D2C brands, taking on order fulfillment, shipping, returns, and more for a wide range of companies and product categories. We help enable fast-growing brands such as Ela Mo and Holy Energy to grow.

Backed by acclaimed global investors including Tiger Global, EarlyBird, Picus Capital, Amplifier, and Activant, we are rapidly expanding our pan-European network with our newly opened fulfillment centers and offices in Paris, Milan, Madrid and London.

Hive is the operations partner of the future
We question the conventional way of doing things and aim to push boundaries in all areas. Hive focuses on changing the way e-commerce fulfillment is done and strives to become the #1 end-to-end operations partner for e-commerce brands globally. We do this by giving them access to fast, flexible, and smooth operations and by creating a top-notch customer experience. By changing the status quo, we also rethink the impact of e-commerce operations on our environment. As a result, we aim to build carbon-neutral fulfillment operations and aim towards creating sustainable solutions in the logistics field.

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.
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