Customer Support Senior Associate (Ecommerce)

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.