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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Customer Delight – bloomon / Bloom & Wild Group

bloomon is revolutionizing the flower industry by disrupting the traditional supply chain. 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, we joined forces with Bloom & Wild, the UK's fastest-growing ecommerce company, in 2021. Our group, backed by top-tier investors, is now home to three strong brands: Bloom & Wild, bloomon, and Bergamotte. Together, we've delivered over 20 million orders, making us the largest direct-to-consumer flower business in Europe.

Our vision is to create the destination for making life a little more thoughtful and beautiful. We're expanding our gifting offerings to include categories like cakes, candles, and cocktails, aiming to build Europe's #1 direct-to-consumer gifting destination.

We care deeply about people and our planet, which is why we're proud to be a certified B Corp™, committed to making long-term positive change for our community and the world.

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Responsibilities

As a Customer Support Senior Associate, you will:

• Focus on supporting both bloomon and Bloom & Wild brands, delivering exceptional customer service.
• Manage the inbox and deliver a variety of operational tasks.
• Help the team meet targets and OKRs via peaks and projects, process improvement, and implementation.
• Coach and train agents while consistently modeling care, initiative, and critical thinking.
• Support customers via email, chats, WhatsApp, and phone calls in English, German, or Dutch.
• Solve high-volume tickets with example-leading quality, especially during peak periods.
• Support complex and escalated tickets and review the quality of agents’ work with an expert and empathetic approach.

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Requirements

• Language Skills: Fluent in Dutch or German and English. Additional language skills are a plus.
• Experience: 3-5+ years working experience in fast-paced environments.
• Background: A background in a customer service-oriented position is required.
• Skills:
  • 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: Up to 30 days each year.
• Equity Options: Share in our success with a choice to take equity options from day 1.
• Volunteer Day: 1 day per year to volunteer on a project that’s close to your heart.
• Commute Support: We’ll support your commute to our office and site locations.
• Time Off:
  • 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.
• Health and Wellbeing:
  • 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!
• Growth & Development:
  • 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.

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Moments that Matter

• 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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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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