Customer Support Team Lead

**The position**:
We're looking for a hands-on leader with strong operational expertise, a tech-driven mindset, and a clear focus on delivering excellent customer support. You've led teams in fast-paced environments, know how to prioritize, and keep people aligned on what matters most.
- Lead and develop a high-performing customer support team, fostering a strong, customer-first culture
- Ensure fast, effective resolution of inquiries while meeting business goals
- Optimize daily support operations to improve efficiency and team productivity
- Use data to identify inefficiencies, improve processes, and drive meaningful changes
- Collaborate across teams (e.g., Product, Operations, Finance) to align on customer initiatives
- Stay ahead of e-commerce trends and adapt support strategies accordingly

**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_
- Proven experience leading customer support teams in fast-paced, high-growth environments - ideally 5+ years of experience in customer support and having led teams with 5+ employees
- Experience with B2B support models; understanding of fulfillment/logistics operations is a big plus
- Strong operational and tech affinity, with a focus on customer experience
- Hands-on, proactive mindset with excellent communication and problem-solving skills
- Ability to analyze data, streamline processes, and improve support outcomes. SQL proficiency a big plus
- Structured, organized approach with strong time management skills
- Comfortable working in a scale-up: expect a mix of team management (30%), task/content ownership (50%), and driving enablement/process improvements (20%)

**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.**
Flexible working hours, 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.