THE POSITION

If you are excited about growing with Hive and love operations, this might be the right position for you!

As a Technical Support Specialist, you will be working on building and supporting our brands with their technical setup in the Technical Implementation Team onsite in our centrally located Berlin office. As part of this role, you will:

• Provide world-class Support to our customers, ensuring they have a smooth and positive experience with the Hive App.
• Collaborate with Growth Managers and operational teams to launch new customers, ensuring all technical deadlines are met.
• Manage and maintain technical tools, the Hive App, and data systems, including specification and management systems.
• Serve as the go-to expert for technical and operational matters related to launching a customer for success
• Work closely with key stakeholders (such as Tech and Product, Growth and Operational teams) to ensure a joined-up approach, with consistent technical capabilities of the Hive App
• Analyze complaints data to drive quality improvement and follow up on serious customer issues.
• Create and maintain helpful resources, FAQs, and documentation to assist customers.
• Driving customer satisfaction and retention. Your efforts will directly impact our growth trajectory.
• Supporting team lead with quality assurance and feedback to stakeholders and team
• Go beyond day-to-day to be the voice of the customer across the whole company

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!

• Language: C1 in English as well as C1 efficiency in one of the following languages: French, Italian, Spanish, or German
• Demonstrated ability to approach problems with a curious mindset, seeking out creative solutions and innovative approaches.
• Experience in a Series A-backed fast-paced start-up
• Ability to work independently and manage multiple tasks effectively using multiple platforms daily.
• Highly organized and detail-oriented.
• Excellent verbal and written communication skills, conveying complex technical information to non-technical stakeholders.
• Capability to develop and implement technical and operational strategies and processes aligned with business objectives.
• Strong interpersonal skills with a friendly and approachable demeanor.
• Handle complex escalations involving multiple stakeholders and revenue impact.

• Provide world-class Support to our customers, ensuring they have a smooth and positive experience with the Hive App.
• Collaborate with Growth Managers and operational teams to launch new customers, ensuring all technical deadlines are met.
• Manage and maintain technical tools, the Hive App, and data systems, including specification and management systems.
• Serve as the go-to expert for technical and operational matters related to launching a customer for success
• Work closely with key stakeholders (such as Tech and Product, Growth and Operational teams) to ensure a joined-up approach, with consistent technical capabilities of the Hive App
• Analyze complaints data to drive quality improvement and follow up on serious customer issues.
• Create and maintain helpful resources, FAQs, and documentation to assist customers.
• Driving customer satisfaction and retention. Your efforts will directly impact our growth trajectory.
• Supporting team lead with quality assurance and feedback to stakeholders and team
• Go beyond day-to-day to be the voice of the customer across the whole compan