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Bloom & Wild is Europe's largest direct-to-consumer flower and gifting business, operating across three brands (Bloom & Wild, bloomon, Bergamotte) with over 20 million orders fulfilled. The company is a certified B Corp expanding into adjacent categories like cakes, candles, and cocktails, with ambitions to become Europe's #1 direct-to-consumer gifting destination.
This hybrid role in London combines quality assurance, customer support, and content/training responsibilities across three main areas:
**Quality Assurance & Evaluation (~50% of time)**
Evaluate customer support interactions weekly/monthly across all channels against internal QA standards. Translate grading data into actionable feedback to identify patterns, skill gaps, and opportunities to improve CSAT and customer experience. Lead QA calibration sessions with BPO Team Leaders and internal teams to ensure consistent grading standards. Partner in reviewing and auditing AI Auto-QA tool outputs to validate accuracy as the technology develops.
**Live Customer Support & Engagement (~10% of time)**
Maintain regular direct ticket handling on Zendesk to stay grounded in customer needs and operational workflows. Role-model team standards by actively supporting customer inquiries during peak business periods.
**Content, Knowledge Management & Training (~40% of time)**
Manage, edit, and optimize internal knowledge base documentation, training materials, and macros. Audit existing learning resources, build new training content, and deliver refresher sessions based on QA findings. Partner with CDX to address training gaps and assist with onboarding across BPO seasonal teams.
Key targets include consistently hitting weekly/monthly ticket grading quotas, maintaining high accuracy and relevance in knowledge base content, and providing timely feedback on Auto-QA tool adoption.
The company emphasizes flexible working, collaboration, empathy, and growth. The role requires balancing between office and remote work based on team needs, with flexibility to work from abroad.
**Requirements:**
- Fluent in Dutch or German, with full professional working proficiency in English
- Target-driven mindset with comfort working toward and consistently achieving specific numerical targets (ticket volume, grading output)
- Familiarity with G-Suite or similar software
- Previous experience in a customer-facing role (Customer Support, CX, or QA)
- Experience with standard tools like Zendesk
- Strong feedback and communication skills with ability to lead calibration sessions, facilitate workshops, and coach peers constructively
**Nice-to-Haves:**
- Experience working with or evaluating AI-driven support tools/Auto-QA platforms
- Prior experience in training creation or content management for customer care teams
- Experience working in environments with both internal and external teams
