Merchant Care Associate - On the ground - Full-time

Total compensation range: €35,486 - €48,941

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 Marly-la-Ville , 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.\n\n

Your Profile

We are looking for someone with:

Experience: 1–3 years in