Danny Mauro
Senior Customer Support Specialist (L3) @Hive
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WORK HISTORY
Senior Customer Support Specialist (L3) @Hive
Berlin, DE
Leading Hive’s Claims team within the wider Customer Support function, building and mentoring the team while driving strategy, growth, and long-term vision. • Built and standardized claims submission and resolution processes across five European markets. • Drafted data-driven proposals to improve accuracy and speed of claims handling. • Launched revenue-driving and time-saving initiatives to streamline workflows. • Delivered merchant training sessions and handled escalations via video calls. • Interviewed and trained new agents, helping expand the Central Operations team. • Introduced productivity tools (Notion, ChatGPT, Raycast) to enhance team efficiency. • Shaped the vision for the future of claims and helped establish Hive’s dedicated Claims team.
EDUCATION
University of Toronto
Bachelor of Arts - BA, Sociology
Humber College
Law Clerk (Diploma), Law
SKILLS
ABOUT DANNY MAURO
Experienced Customer Support professional with 15+ years spanning logistics, e-commerce, lifestyle platforms, and customer operations across Germany, Canada, Australia, and the UK. Currently a Senior Claims Specialist at Hive (part of the wider Customer Support team), where I’ve helped shape the vision for claims, designed scalable processes across multiple markets, and launched revenue-driving and time-saving initiatives. Beyond claims, I led training programs, handled high-level escalations, and contributed to hiring and team growth — supporting Hive’s evolution from start-up to scale-up and beyond. Known for building processes from the ground up, driving cross-functional collaboration, and leading with data-driven insights, I bring a versatile and adaptable skill set well-suited for startup environments where strategy and execution go hand in hand.
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