Customer Support Associate; German Speaking

Hi, we’re Bloom & Wild. We don’t just send flowers. We help our customers to care wildly. Caring wildly is celebrating the little things we all do for each other every day. Not just the big occasions. It’s being there for the highs. Stepping up for the lows.

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.

Founded in 2013, our mission back then was to make sending and receiving flowers the joy that it should be, by harnessing technology, brand and letterbox delivery. We announced £75 million Series D funding in 2021 and that same year acquired bloomon in The Netherlands and Bergamotte in France. Together, we’ve fulfilled and delivered over 20 million orders (and counting!), making us the largest direct to consumer flower business in Europe.

Now home to a family of 3 beautiful brands, we’re driven by our vision 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.

With the same care we are watering our flowers and arranging our beautiful bouquets, we are looking after our customers and helping them out.

• Do you love to be in contact with people, take problems seriously, and strive for solutions?
• Do you have a friendly personality and like to make people happy?
• Are you proactive and like to work in a dynamic environment?

Join our Customer Delight Team as a Customer Delight Associate and bring joy to customers' days with every interaction!

In this role, you'll focus on supporting both our bloomon and Bloom & Wild brands (can be London or Amsterdam based), delivering exceptional service that leaves a lasting impression. As a part of the German Customer Delight team, handle requests from German-speaking customers, requiring flexibility and adaptability to meet diverse needs. In this role, you will be responsible for our German customers via email, whatsapp, live chat and phone.

From time to time we will also ask you to jump into our Dutch email queue (we have a great translation tool) and all English queues.

It is essential that you can think in a solution-oriented way and are able to work independently. For this position, it is also a must that you are empathetic and can put yourself in our customers' shoes. You will carry out varied work and be given a lot of responsibility straight away. Being organised, proactive and ready to hit the ground running will be essential to success in the role.

We are a hybrid team working across the UK, Netherlands and Germany and take time to regularly connect remotely and in person.

Please note that this role requires fluent German language skills.

• A typical day sees you actively engaging with customers through various channels in Zendesk, working to resolve their issues, communicating with colleagues on Slack for support, and completing associated admin duties
• You’ll also spend part of your week attending company and team meetings, sharing feedback with colleagues, and spending time with your manager evaluating your performance and working on growth opportunities within your role
• Working hours for this role will be with shifts between 08:00 and 19:00 (GMT) Monday-Sunday and may change when required to match the business needs. This also includes bank holidays. Flexibility is required for this role. We expect you to work at least one evening shift per week and in a pattern across weekends too.

• Strong verbal communication and writing skills in German (fluent) as well as English as you will work to support customers in both languages
• A background in a customer service-oriented position is a plus
• Comfortable working towards quality and productivity targets
• A solution-oriented and friendly attitude as well as a kind nature
• Proactive and definite ‘can do’…