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Customer Support Senior Associate (Ecommerce)
Job description
Text:
TL;DR
Customer Support Senior Associate (Ecommerce): Delivering exceptional customer service for bloomon and Bloom & Wild 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
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.