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Merchant Care Associate - On the ground - Full-time

Poland

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.

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.

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