Customer Support Senior Associate (Ecommerce)

TL;DR

Customer Support Senior Associate (Ecommerce): Delivering exceptional customer service for bloomon and hirify.global brands with an accent on inbox management, operational efficiency, and team coaching. Focus on solving complex customer issues, optimizing processes using AI tools, and ensuring high-quality service during peak periods.

Location: Hybrid (Amsterdam). Must be based in the Netherlands

Company

hirify.global is a direct-to-consumer gifting destination expanding its offering across Europe beyond flowers and plants.

What you will do

• Lead intraday management of the customer inbox across email, chat, and WhatsApp channels.
• Handle complex and escalated tickets with an expert and empathetic approach.
• Coach and train agents to help the team meet targets and OKRs.
• Implement process improvements and increase efficiencies using AI tools such as Gemini and Gumloop.
• Manage high volumes of customer interactions during peak trading periods.

Requirements

• Fluent (C1) Dutch or German and English.
• Must be based in the Netherlands for a hybrid work arrangement.
• 3-5+ years of experience in fast-paced, customer-service-oriented environments.
• Proven track record of balancing competing priorities and delivering high-quality work consistently.
• Availability for shifts between 09:00 and 22:30 (NL timezone), including weekends and bank holidays.

Culture & Benefits

• Dynamic work environment with a focus on a growth mindset and curiosity.
• Collaborative culture based on values like "Care Wildly" and "Think deeply, act swiftly".
• Opportunity to work with cutting-edge AI tools to optimize workflows.
• Supportive team environment focused on professional development and belonging.