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Bloom & Wild Group is Europe's largest direct-to-consumer flower and gifting company, operating three brands (Bloom & Wild, bloomon, Bergamotte) across Europe. The company has delivered over 20 million orders and is expanding beyond flowers into cakes, candles, and cocktails. As a certified B Corp, the company prioritizes sustainability and positive community impact.
The Customer Support Senior Associate will join the Customer Delight Team, supporting both bloomon and Bloom & Wild brands. This role combines hands-on customer service with team leadership and operational responsibilities. Day-to-day work includes managing high-volume inboxes across email, chat, WhatsApp, and phone support in English, German, and Dutch. You'll handle complex and escalated tickets, review agent quality with empathy, and support customers across multiple European markets using translation tools.
Beyond inbox management, you'll drive process improvements, coach and train support agents, and help the team meet KPIs and OKRs during peak periods and special projects. The role requires flexibility to adapt to diverse customer needs and the ability to work independently while maintaining solution-oriented thinking. You'll model care, initiative, and critical thinking, ensuring high-quality support even during high-volume periods. Success requires strong organizational skills, proactivity, empathy for both customers and team members, and the ability to spot and solve issues before they escalate. This is a hands-on role with significant responsibility from day one, ideal for someone who is customer-obsessed and thrives in fast-paced, dynamic environments.
