Customer Support Specialist (f/m/d)

The position

As a Customer Support Specialist, you will be working onsite in our centrally located Berlin office. 

As part of this role, you will:

• Join our team of Customer Support Specialists and have the opportunity to define and meet our customer goals, ensure the highest quality experience for our customers in a new city, and maintain existing relationships in the UK, 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 are 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
• Analytical and loves to dig into the numbers
• 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, Spanish, Dutch

Our offering

• Be part of the Hive.
  Become part of a high-performing team of exceptional people from McKinsey, Amazon, Shopify, Google, Blackstone, J.P. Morgan, DHL, and more. At Hive, we foster a culture of trust, collaboration, and constructive feedback—where people are empowered to grow and make a real impact.
• Make your mark.
  Shape the future of commerce operations in a fast-scaling company with a strong entrepreneurial mindset. You’ll work on exciting challenges from Day 1 and grow alongside Hive as we expand across Europe.
• Competitive compensation.
  We offer market-competitive salaries, including an equity incentive plan (EIP) for all full-time team members.
• Tools to thrive.
  You'll receive a MacBook and the tools that suit your working style best—whether that’s an extra monitor, headphones, or something else to boost your productivity.
• We support your well-being.
  Enjoy 30 vacation days per year, with an additional 20 days to take as paid sabbatical every 3 years at Hive.
• Office perks & team events.
  Free drinks and snacks in our offices, and regular team events—including workations that bring the entire Hive team 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.

Our comprehensive platform streamlines the entire operational chain through a single, intuitive interface. Since our founding in 2020, we've rapidly grown to become one of Europe's leading operations platform, partnering with hundreds of innovative brands. With strategic locations in Berlin, Paris, Milan, Madrid, London, and Amsterdam. Backed by prestigious investors including Tiger Global, Earlybird, and Picus Capital, we're scaling our impact across Europe.

Diversity and inclusion are core to our success. We actively cultivate an environment where every team member, regardless of background, can thrive. We welcome talent from all walks of life, regardless of religion, ethnicity, nationality, gender, sexual orientation, age, marital status, or disability. At Hive, authenticity and professional growth go hand in hand.