Customer Support Senior Associate (Dutch or German Speaking)

About the Position

Customer Support Senior Associate (Dutch or German Speaking)

Amsterdam

Full-time / Hybrid

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At Bloom & Wild Group, we're revolutionizing the flower industry by disrupting the traditional supply chain. We're on a mission to create the destination for making life a little more thoughtful and beautiful. By skipping the auction and wholesale, we shorten the journey for our flowers and harness technology, brand, and innovation to deliver delightful gifts and subscriptions across Europe.

Launched in Amsterdam in 2014 and now part of the Bloom & Wild Group, we've delivered over 20 million orders, making us the largest direct-to-consumer flower business in Europe. Our vision extends beyond flowers and plants, expanding our gifting offerings to include cakes, candles, and cocktails.

We're a certified B Corp™, committed to making long-term positive change for our community and the world. Join our Customer Delight Team and bring joy to customers' and our teams' days with every interaction!

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Responsibilities

• Support customers via inbox management and deliver operational tasks.
• Help the team meet targets and OKRs through peaks and projects, process improvement, and implementation.
• Coach and train agents while modeling care, initiative, and critical thinking.
• Solve email, chats, and WhatsApps at a high volume from all markets.
• Support on phone calls in English, German, or Dutch.
• Review the quality of agents’ work with an expert and empathetic approach.
• Think solution-oriented and work independently.
• Be empathetic and put yourself in customers' and agents’ shoes.

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Requirements

• Fluent in Dutch or German and English (additional language skills are a plus).
• 3-5+ years of experience in fast-paced environments.
• Background in a customer service-oriented position.
• Excellent verbal communication and writing skills.
• Proven track record of working at pace, balancing competing priorities, and delivering high-quality work consistently.
• Comfortable meeting personal KPIs and team targets.
• Caring and empathetic, able to balance others’ needs and adapt your approach to the situation.
• Excited to improve processes and increase efficiencies through the usage of AI tools.
• A curious mindset and hands-on approach to new tools, processes, and policies.
• Logical, flexible, and practical approach to problem-solving and solutions.
• Self-motivated, proactive, responsible, and a definite ‘can-do’ attitude.
• Available full-time (40 hours per week) and based in the Netherlands on a hybrid basis.

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We Offer

• Work Abroad for up to 30 days each year.
• Share in our success with a choice to take equity options from day 1.
• 1 day per year to volunteer on a project that’s close to your heart.
• Support for your commute to our office and site locations.
• 24 vacation days and an option to buy an extra 5 each year.
• Happiness days (1 extra day each quarter for your personal ‘me time’).
• 1 celebration day per year to celebrate a holiday that’s important to you.
• Flexible bank holidays.
• Mental health support through Open Up, including access to online therapy sessions.
• Allies and champions groups.
• Mental Health First Aiders and awareness training for our managers.
• In-person and virtual yoga every week.
• Healthy drinks and snacks in our office kitchen.
• Workplace pension contributions.
• ClassPass membership: monthly credits to spend on fitness classes, yoga, and more!
• A flexible training framework for every stage of your career development through our Bloom & Learn programme.
• Internal & external Speaker Sessions on a variety of different inspirational topics.
• Daily fresh and healthy lunch options at our locations in Amsterdam and Amstelveen.
• Social & wellbeing monthly calendar.
• Celebrations for birthdays, anniversaries, and other important milestones.
• Summer and End of Year events, team lunches, and post-peak celebrations.
• Irresistible discounts on our products, blooms & subscriptions!

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About the Company

We believe in leading change for good. We value all backgrounds, perspectives, ideas, and experiences, and encourage everyone to share their opinions openly within our caring and inclusive team. Our values drive our priorities every day:

• Lead change for good: We have the guts to try new things and step up to do what matters most.
• Think deeply, act swiftly: We make sure there’s thoughtful rationale behind our approach and always act swiftly to implement ideas.
• Care wildly: We pour care and creativity into everything we do and pay attention to the things that make a difference.
• Stay open, be curious: We’re open about what we’re doing and why, and we welcome challenges from each other.

We really believe in the power of face-to-face connections and trust our teams to make the right decisions about where and how they work each day. Our working patterns are flexible and vary across the business, depending on the type of work, need for collaboration, and personal and wellbeing circumstances.

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Getting hired

We know that job searching can be daunting, and we want to do everything we can to ensure that your experience with us is a good one. Interviewing is a 2-way process, and we’re keen to answer all of the questions you have, so that you can be sure (and excited!) that we’re the right move for you.

We believe in leading change for good, so do let us know if there’s anything we can do to support your application process. Also, if you have any feedback, please help us to improve our candidate experience by sharing (anonymously) here.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.

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