Senior Customer Support Lead

Senior Customer Support Lead

bloomon is turning the flower industry on its head – for the better. How? By disrupting the traditional supply chain, where most florists operate offline and have done for decades. bloomon creates seasonal collections using unusual stems to deliver unique flower arrangements on repeat or as a unique gift. We always use field-fresh high-quality flowers straight from the grower and deliver them to our customers through a high-tech and highly creative platform. 

We launched in Amsterdam in 2014 and went from start-up to scale-up at hypersonic speed. In 2021 we joined forces with Bloom & Wild, the UK's fastest growing ecommerce company (according to the Financial Times).  Driven by our vision of creating the destination for making life a little more thoughtful and beautiful, we're now part of Europe's leading online flower company.

Our group is backed by top tier investors including General Catalyst (backers of Airbnb and Deliveroo), who led our £75 million Series D funding round in January 2021, alongside Index Ventures (investors in Wise and Glossier). We are home to a family of 3 strong brands, Bloom & Wild, bloomon and Bergamotte. Together, we are active in 8 countries. 

We really care about creating a diverse and inclusive team and we welcome people from all backgrounds, with different perspectives, ideas and experiences to work with us. In our team, everyone has the freedom to give their opinion, grow in their career and be part of a genuinely caring and inclusive team.

Customer Support at bloomon

We put ourselves in our customer's shoes all day every day. A statement often heard, but at bloomon we outshine expectations, bringing ‘customer support to a whole new level. Our mission is to make people happy. And it starts with our heroes at customer support. We may be an online platform, but you can contact us about anything and everything via email, phone, Whatsapp and social media. There’s always a friendly agent there ready to help. We take customer satisfaction seriously. Our creative solutions are based on thorough data analysis. We are, after all, the point of contact between our customers and the company. That makes us an important source of information for all other departments. We know what makes our customers tick – what makes them happy. This is more than just delivering beautiful flowers. This requires willing and attentive super-service. And that’s just how we roll.

What will you do?

You’ll be the first one in this position because we recently created this role within the team. As Senior Customer Support Lead, your role has two important areas you focus on. With your extensive experience as Customer Support Lead, you’ll be responsible for leading, coaching and managing the Customer Support Team Leads. You’ll report to our Head of Customer Support Dorien and work closely together with her on leadership within the Customer Support department. On the day to day level, you’ll also be managing a part of the Dutch team and their rockstar handling of our customers. Your priority is the personal development of the individual Team Leads and Customer Support agents of your team. This includes the overall performance (productivity and quality) of the team. You coach and give feedback on their performance. Additionally, you are the point of contact for our external customer support team.

Beyond this, you’ll also have the chance to shake things up. We want to have the happiest customers on the planet, and that means constantly evaluating and revamping our performance and processes. You will be in charge of our quality monitoring (QM) process specifically, setting goals for the entire (international) team, organising calibration sessions with the Team Leads and supporting them in the execution of our QM process. With the help of some senior agents and the Team Leads you will evaluate our agents on a regular basis.

Finally, based on the QM reviews you identify areas we can improve in as a team. You regularly pick a theme and provide functional training to the agents such as empathy or difficult conversations training so that we continue to raise the bar for ourselves. This role provides an exciting opportunity for an experienced Customer Support Team Lead who likes to be actively involved in quality management and learning & development of the team.

You will be responsible for:

Leading and coaching 2 CS Team LeadsManaging a group of ±6 agents Overall performance of the team (2 Leads and 6 agents) Point of contact for our external Customer Support team Running and improving our Quality Management process across all our CS teams

What do we expect from you?

As you will be responsible for many different and challenging tasks, we expect you to be solution-oriented, self-sufficient, and a self-starter. Experience in customer support is a must, and you should come with proven leadership skills. Experience in quality management and learning & development is a plus.  Superhero of customer service: you put the customer first, always! 5+ years of relevant people management experience in a similar customer-facing role; forward-looking, plan, prioritize, structure and keep an overview of the team in a fast-growing and changing environment Quality management experience is a big plus High energy team player, hands-on, proactive and natural leader Fluent in Dutch and excellent written and verbal communication skills in English Willing to work in rotating shifts including evenings, weekends and public holidays (not structurally.)

Working environment

We are a distributed team with two office locations in Amsterdam and London and multiple warehouse locations. Our team can choose to work from our offices as much or as little as they’d like. We don’t expect people to come in as a norm but if it makes sense to do so (team onsites, monthly meetings etc), then we’d encourage it. We support a flexible working culture that allows working from home while also regularly meeting each other in the office. 

We work hard to create a working culture of inclusion for our team working from office and home locations so whether you need to be at home for school pickups or want to spend time together with your co-workers we’ll do our best to make your experience a good one!

Additional bloomon benefits: 

* Daily fresh and healthy lunch prepared by ‘oh my lunch’ 

* A BBQ-worthy rooftop terrace (Amsterdam HQ)

* Working in a young, flexible and entrepreneurial environment 

* Friday drinks and social events

* Happiness days (4 extra days off per year for your personal “me-time”)

* 1 celebration day per year (extra day off to celebrate a holiday that is important to you)

* We’ll support your commute to our office and site locations.  Depending on your journey to work, this may include a Van Moof bike, an NS business card or expense  reimbursement.

* Access to the GoodHabitz platform for personal development

* Access to the Spill therapy for your mental health

* We provide you with a laptop and other necessary equipment

* And of course lots of beautiful fresh flowers!

We all love what we do – so if you like challenges, developing new skills, growing creatively and taking initiative, you’ll feel right at home as part of the bloomon family.