If you are excited about growing with Hive and love operations, this might be the right position for you!

As a Senior Customer Support Specialist, you will be working onsite with the Customer Support team based in our centrally located Berlin office. As part of this role, you will:

• Provide world-class Customer Support to our customers, ensuring they have a smooth and positive experience with the Hive App.

• Collect and analyze customer feedback to identify areas for improvement and work with the team to implement changes.

• Maintain clear and professional communication with customers via email and Google meet.

• Assist in managing day-to-day operations, including handling customer complaints, technical workarounds, and process documentation and optimization.

• Create and maintain helpful resources, FAQs, and documentation to assist customers.

• Driving customer satisfaction and retention, and your efforts will directly impact our growth trajectory.

• Supporting team lead with quality assurance and feedback to stakeholders and team

• Go beyond day-to-day to be the voice of the customer across the whole company

• Present projects and results in the company All Hands

• Create business cases with data to pitch to stakeholders and lead projects impacting revenue

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!

• Language: C1 in English as well as C1 efficiency in one of the following languages: French, Italian, Spanish, or German

• A creative problem-solver with a positive attitude

• Experience in a Series A-backed fast-paced start-up

• A fast-thinking leader who leads by example and loves firefighting

• Ability to work independently and manage multiple tasks effectively using multiple platforms daily.

• Highly organized and detail-oriented.

• Comfortable coaching on a team and individual basis while continuously looking for areas of improvement.

• Excellent verbal and written communication skills, conveying complex technical information to non-technical stakeholders.

• Capability to develop and implement technical and operational strategies and processes aligned with business objectives.

• Strong interpersonal skills with a friendly and approachable demeanor.

• Handle complex escalations involving multiple stakeholders and revenue impact.

• Efficient with Google Sheets, data analytics and SQL.

• 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, London, and Madrid, and join regular team events such as off-sites.