Key Skills

Job Description

bloomon is turning the flower industry on its head – for the better. How? By disrupting the traditional supply chain! We skip the auction and wholesale, to shorten the journey for our flowers. And we harness technology, brand and innovation to deliver gifts and subscriptions that delight our customers across Europe. We launched in Amsterdam in 2014, and in 2021 joined forces with Bloom & Wild, the UK's fastest growing ecommerce company (according to the Financial Times). Our group is backed by top tier investors and is now home to a family of 3 strong brands, Bloom & Wild, bloomon and Bergamotte. Together, we’ve delivered over 20 million orders (and counting!), making us the largest direct to consumer flower business in Europe. Our vision is to create the destination for making life a little more thoughtful and beautiful. And we won't stop at flowers and plants. Starting with the Bloom & Wild brand, we're expanding our gifting offering to other categories like cakes, candles and cocktails. This is all part of our ambition to build Europe's #1 direct to consumer gifting destination. We care wildly about people and our planet. Which is why we’re so proud to be a certified B Corp™ – committed to making long-term positive change for our community, and the world around us. 🛠️ The Customer Delight Team @ Bloom & Wild Group Customer Delight is the customer service function for The Bloom & Wild Group. We look after customers for Bloom & Wild in the UK, Ireland, Germany and Austria, and bloomon in the Netherlands, Belgium and Germany. We support our customers across phone, email, WhatsApp, live chat and social platforms. We are a team of around 30 people, plus an outsourced partner, and an AI chatbot handling a growing share of contacts. Our products are emotional. Someone is sending them because a friend has had bad news, or a parent has had a birthday, or a relationship needs mending. When something goes wrong with an order, it is rarely just about the gift specifically. That is the operation you would be supporting, and it is why the quality of what we do matters just as much as the volume. Quality Assurance & Evaluation (~50% of time) Ticket Grading: Evaluate a target quantity of customer support interactions weekly/monthly across all channels to ensure alignment with our internal QA standards. Impact & Action: Translate grading data into actionable feedback, identifying patterns, skill gaps, and opportunities to improve CSAT, overall team QA scores and customer experience. Calibration Leadership: Lead and own QA calibration sessions with BPO Team Leaders (CDX) and internal CD team members to ensure consistent grading standards. Auto-QA Bot Auditing: Partner in reviewing, auditing, and validating the output of our new AI Auto-QA tools to ensure accuracy and legitimacy as the technology develops. Live Customer Support & Engagement (~10% of time) Ticket Handling: Maintain a small, regular allocation of direct ticket time on Zendesk to stay grounded in customer needs, operational workflows, and real-time team processes. Peak Period Support: Role-model team standards by actively responding to customer inquiries during key business peak periods. Content, Knowledge Management & Training (~40% of time) Knowledge Owner: Manage, edit, and optimise internal knowledge base (KB) documentation, training materials, and macros to ensure accurate and up-to-date guidance and resources. Training & Coaching: Audit existing learning resources, build new content, and deliver refresher training sessions for internal team members based on QA findings. Cross-Functional Collaboration: Partner with CDX to address training gaps. Over time, assist with onboarding training and coaching across BPO seasonal teams. Targets & Expectations Grading Consistency: Consistently hit established weekly/monthly ticket grading quotas. Knowledge Accuracy: High accuracy, relevance, and regular maintenance of Knowledge Base content and macro libraries. Auto-QA Accuracy: Timely feedback loops and error auditing to assist in the successful adoption of automated QA tooling. ✅ You’ll love this role if you… Language Skills: Fluent in Dutch or German, with full professional working proficiency in English. Target-Driven Mindset: Comfortable working toward and consistently achieving specific numerical targets (e.g. ticket volume, grading output), and familiarity with using G-Suite or similar software. Customer Delight Focus: Previous experience in a customer-facing role (e.g., Customer Support, CX, or QA) with some experience of standard tools like Zendesk. Communication & Coaching: Strong feedback skills with the 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 an environment which has both internal and external teams. These are some of the skills and experience we think will enable success in this role, but please don’t worry if you are missing some of these. We’re committed to building a team made up of different strengths, skills and experiences, so if you’re excited about our values, passionate about what you do and would like to join us in doing things more thoughtfully, we’d love to hear from you. 🏡 Belonging at Bloom & Wild Group We know that we learn through our differences, and building a diverse team has always been central to creating the best experience for our customers. We value all backgrounds, perspectives, ideas and experiences, and encourage everyone to share their opinions openly within our caring and inclusive team. 🧭 Our ways of working We Do Things a Little Bit Differently. From Inventing Letterbox Flowers To Founding The Thoughtful Marketing Movement. We’re Big On Collaboration, Empathy, Knowledge Sharing And Growth, And Our Values Drive Our Priorities Every Day Lead change for good: we have the guts to try new things and step up to do what matters most Think deeply, act swiftly: we make sure there’s thoughtful rationale behind our approach and always act swiftly to implement ideas Care wildly: we pour care and creativity into everything we do and pay attention to the things that make a difference Stay open, be curious: we’re open about what we’re doing and why, and we welcome challenges from each other We really believe in the power of face-to-face connections - be that through a shared project, a learning and development opportunity, or an after work social - and trust our teams to make the right decisions (for them and us) about where and how they work each day. Our working patterns are flexible and vary across the business, depending on the type of work, need for collaboration, and personal and wellbeing circumstances. 🌟 (Some of) The good stuff To care wildly for our customers, firstly we care wildly for our teams. We work hard to craft a culture of thoughtfulness and care, where there is a strong sense of inclusion and belonging, enabling all of our people to thrive and be successful each day. 🌻 Work that works for you Flexible working (core hours from 10-4pm) Work Abroad for up to 45 days each year Share in our success with a choice to take equity options from day 1 1 day per year to volunteer on a project that’s close to your heart We’ll support your commute to our office and site locations. Depending on your journey to work, this may include a Swapfiets, an NS business card or expense reimbursement 🌴 Time off 24 vacation days and an option to buy an extra 5 each year Happiness days (1 extra day each quarter for your personal ‘me time’) 1 celebration day per year, to celebrate a holiday that’s important to you Flexible bank holidays - trade a bank holiday for another day that fits your beliefs, values and celebration calendar 🌱 Health and wellbeing Mental health support through Open Up, including access to online therapy sessions Allies and champions groups Mental Health First Aiders and awareness training for our managers Our office kitchen is stocked with healthy drinks and snacks to keep you going Workplace pension contributions ClassPass membership: monthly credits to spend on fitness classes, yoga and much more! 🌳 Growth & Development A flexible training framework for every stage of your career development through our Bloom & Learn programme Internal & external Speaker Sessions on a variety of different inspirational topics. 💐 Moments that matter We love having lunch together! We offer daily fresh and healthy lunch options at our locations in Amsterdam and Amstelveen, Social & wellbeing monthly calendar We love to celebrate birthdays, anniversaries and other important milestones! Summer and End of Year events, team lunches and post-peak celebrations Irresistible discounts on our products, blooms & subscriptions! 🫱‍🫲 Getting hired We know that job searching can be daunting, and we want to do everything we can to ensure that your experience with us is a good one. Interviewing is a 2-way process, and we’re keen to answer all of the questions you have, so that you can be sure (and excited!) that we’re the right move for you. We believe in leading change for good, so do let us know if there’s anything we can do to support your application process. Also, if you have any feedback, please help us to improve our candidate experience by sharing (anonymously) here. We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.

Core Responsibilities

Evaluate customer support interactions against quality standards, analyze results to identify improvement opportunities, lead calibration sessions, and audit AI-powered quality assurance tools. Maintain knowledge base content and support materials, create and deliver training based on quality findings, and handle a limited number of customer tickets, including during peak periods.

Requirements

Candidates should be fluent in Dutch or German and have full professional working proficiency in English, along with customer-facing experience in support, customer experience, or quality assurance. They should be comfortable meeting numerical targets, familiar with tools such as Zendesk and G-Suite, and able to communicate feedback, lead calibration sessions, and coach colleagues.

Benefits

• Flexible Working Hours
• Work Abroad for up to 45 Days per Year
• Equity Options
• Volunteer Day
• Commuting Support
• 24 Vacation Days
• Option to Purchase Additional Vacation Days
• Quarterly Personal Days
• Celebration Day
• Flexible Bank Holidays
• Mental Health Support
• Workplace Pension Contributions
• ClassPass Membership
• Training and Development
• Fresh Lunch Options
• Social and Wellbeing Events
• Product Discounts