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Customer Service Team Lead

Bloom & Wild


Posted over 30 days ago...

Join the Revolution in the Flower Industry with Bloom & Wild Group's Customer Delight Team


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No salary declared 😔

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98% Remote- Europe

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Organisation summary

Bloomon, part of the Bloom & Wild Group, is revolutionizing the flower industry across Europe. Established in Amsterdam in 2014 and now the largest direct to consumer flower business in Europe, the company is expanding its gifting range beyond flowers and plants. With over 20 million orders delivered, the company is on a mission to build Europe's top direct to consumer gifting destination, offering a vibrant workplace with a focus on innovation, technology, and customer delight.

Role Summary

  • Lead a team of 5-10 Associates to achieve KPIs and OKRs.
  • Contribute to team member growth and development within the organization.
  • Expertly use Zendesk or similar platforms to support team functions.
  • Jump into frontline support during peak gifting seasons.
  • Facilitate team meetings, quarterly sessions, and informal trainings.
  • Collaborate across various departments to keep the team informed and address customer issues.
  • Occasionally step in for other managers and maintain open communication for problem-solving.

Role Requirements

  • Empathetic leadership skills with a focus on employee well-being and development.
  • Customer-centric mindset with a positive and optimistic outlook.
  • Strong communication and relationship management abilities.
  • Attention to detail and a methodical approach to work.
  • Ability to regularly attend the office in Amsterdam, with Dutch language skills as a bonus.

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. 

🛠️ Customer Delight Team at the Bloom & Wild Group

Het Customer Delight-team is heeft een sterke focus op de zorg voor al onze klanten en hun ervaringen. Het team staat in de frontlinie van het leveren van een uitzonderlijke ervaring aan onze klanten, altijd op zoek naar manieren om hen vreugde te brengen. We hebben een geweldig, toegewijd team voor al onze merken en markten. En een fantastisch managementteam dat nauw samenwerkt om ervoor te zorgen dat al onze klanten en ons geweldige team van medewerkers en senior medewerkers goed worden ondersteund en floreren. 

Omdat alles wat we doen te maken heeft met klanten, heeft Customer Delight de mogelijkheid om samen te werken met een grote verscheidenheid aan andere afdelingen, van logistiek tot assortiment, kwaliteit en people teams, je bent een stakeholder namens onze klanten. 

Het Customer Delight-team is gepassioneerd door onze klanten, maar ook door ons Associate & Senior Associate-team - dus je zult deel uitmaken van een Customer Delight-management team dat een focus heeft voor het welzijn, de groei, de ontwikkeling en het succes van onze Associates & Senior Associates.

⚙️ What you'll be doing:

Je bent verantwoordelijk voor je direct reports (5-10 Associates): je zorgt ervoor dat zij hun KPI's en OKR's halen en op een hoog niveau presteren in hun rol, en je zorgt ervoor dat hun groei en ontwikkeling binnen de rol, het team en de organisatie wordt ondersteund en aangemoedigd Je bent een geweldige Zendesk (of vergelijkbaar) power user, die vaardigheden en advies deelt met de medewerkers in het team Je bent bereid om in de frontlinie te springen om te ondersteunen tijdens onze cadeaupieken. (Kerstmis, Valentijnsdag & Moederdag) Informatie delen met het team door (gezamenlijk) teamvergaderingen, driemaandelijkse All Hand-sessies en meer informele trainingen te geven Functieoverschrijdend samenwerken met verschillende mensen binnen de Bloom & WIld Group om ervoor te zorgen dat het team goed geïnformeerd is en dat het bedrijf op de hoogte is van de problemen waarmee onze klanten te maken hebben Je vervangt soms de andere managers in het team en bent te allen tijde bereid om te communiceren en problemen op te lossen.

✅ You’ll love this role if you…

Een empathische leider - je houdt er echt van om via anderen te werken en je voelt je op je gemak bij het sturen, evalueren en aanpassen van je stijl om het beste uit de mensen om je heen te halen Inlevingsvermogen in de klant - je zet klanten op de eerste plaats, probeert te begrijpen wat voor hen werkt en neemt hen mee in je besluitvorming Een positieve en optimistische houding - je overwint tegenslagen en obstakels, en inspireert en motiveert de mensen om je heen ook Communicatie en relatiebeheer - je hebt een samenwerkingsstijl die je in staat stelt om met verschillende mensen en teams samen te werken en een open discussie mogelijk maakt Je hebt oog voor detail - je bent methodisch en precies en levert constant hoge prestaties Je bent in staat om regelmatig naar ons kantoor in Amsterdam te komen  Nederlands is een bonus!

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 30 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

- Phone allowance

🌴 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 

- In person and virtual yoga every week

- Our office kitchen is stocked with healthy drinks and snacks to keep you going

- Financial wellbeing support through Bippit

- Workplace pension contributions

🌳 Growth & Development

- A flexible training framework for every stage of your career development through our Bloom & Learn programme

- Access to the Goodhabitz learning platform

- 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,

- A BBQ-worthy rooftop terrace (Amsterdam HQ)

- 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.


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