Merchant Care Associate - On the ground - Full-time

Job description

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...