Author

Nabil Kachour

E-Commerce & Logistics Operations Expert

I've spent years building customer service and operations across mobility, e-commerce, travel, and hospitality. What I enjoy most is the early, messy stage of a support function before the process exists, when you're still figuring out what "good" even looks like.

15+ Years leading customer operations across industries

4 Major European scale-ups where he built CS/Ops functions

6+ Years leading Service Operations at FREE NOW (formerly mytaxi)

Areas of expertise

E-Commerce Operations Strategy

Customer Support Design & Friction Reduction

Luxury & Premium CX

Scale-up Operations Leadership

Post-Purchase & Returns Experience

Cross-Border Team Building

About

Nabil Kachour is a customer support operations expert with over 15 years of experience bat some of Europe’s best-known scale-ups.

He currently serves as VP of Central Operations at Hive, a fulfillment and logistics platform for independent commerce brands. Before that, he spent over six years at FREE NOW (formerly mytaxi), most recently as Service Operations Director, leading service operations across the company’s European markets.

Earlier in his career, Nabil built and ran customer service functions at Zalando and Groupon, led traveller care at Evaneos, and managed short-term rental operations as Managing Director France at Iambnb.

Nabil is a recognised voice on operational design in demanding, high-expectation retail environments, with particular focus on luxury and premium e-commerce, where he argues that support has to be designed around the customer’s pace, not the operation’s efficiency metrics.