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Customer Support Specialist (f/m/d)

H

Hive

17d ago

  • Job
    Full-time
    Junior & Mid Level
  • Customer Relations
    Sales & Business Development
  • Berlin

AI generated summary

  • You should have 1-3 years of customer-related experience, strong organizational skills, analytical mindset, and be fluent in English plus one other language (C1). Embrace a hands-on, adaptive approach.
  • You will provide top-notch support, resolve technical issues, ensure smooth transactions, analyze processes for improvements, and collaborate with product and tech teams to enhance customer experience.

Requirements

  • 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

Responsibilities

  • 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.

FAQs

What are the main responsibilities of the Customer Support Specialist role?

The main responsibilities include providing front-line support to customers, solving technical issues, ensuring smooth transactions through the app, analyzing customer processes for improvements, and acting as the voice of the customer to the product and tech teams.

What qualifications are necessary for this position?

Candidates should have 1-3 years of customer-related experience, a hands-on entrepreneurial mentality, and should be fluent in English and at least one other language (German, Italian, French, Spanish, or Dutch) at a minimum C1 level.

Is prior experience with technical projects required?

While not mandatory, experience in being part of technical projects is considered a plus.

What kind of company culture can I expect at Hive?

Hive promotes a culture of trust, collaboration, empowerment, and constructive feedback, with an atmosphere that is positive and inspiring.

How many vacation days are offered to employees?

Employees receive 30 vacation days annually, and there is an opportunity for a sabbatical after three years of service.

Are there opportunities for professional growth?

Yes, the company encourages growth and offers valuable experiences within a fast-paced, entrepreneurial environment.

What kind of support is provided for wellness and productivity?

Employees benefit from a dedicated monthly wellness and productivity budget, in addition to vacation days and the potential for a sabbatical.

What can I expect in terms of compensation and benefits?

Attractive compensation includes virtual employee stock options for full-time team members and your choice of hardware according to your preference.

What is the location of the Customer Support Specialist role?

The role is based onsite in Hive's centrally located office in Berlin.

How does Hive approach diversity and inclusion?

Hive actively cultivates an environment where every team member can thrive, welcoming talent from all backgrounds, regardless of religion, ethnicity, nationality, gender, sexual orientation, age, marital status, or disability.

H

Hive

Cloud-based AI solutions for understanding content

Technology
Industry
201-500
Employees
2013
Founded Year

Mission & Purpose

Hive is the leading provider of cloud-based AI solutions to understand, search, and generate content, and is trusted by hundreds of the world's largest and most innovative organizations. The company empowers developers with a portfolio of best-in-class, pre-trained AI models, serving billions of customer API requests every month. Hive also offers turnkey software powered by proprietary AI models and datasets, unlocking breakthrough applications for critical business needs with deep learning and generative AI. Collectively, Hive's technology is transforming approaches to platform integrity / content moderation (including AI-generated content detection), brand protection, sponsorship measurement, context-based ad targeting, and more. Hive has raised over $120M from leading investors, including General Catalyst, 8VC, Tomales Bay Capital, and Glynn Capital. In April 2021, Hive announced a $50M Series D at a $2B valuation. The San Francisco-based company has 200+ full-time employees globally, in addition to a distributed workforce of more than 5 million global contributors that supports data labeling operations.