Customer Care Manager (m/f/d/x)

Join Factor_ – A Fresh Approach to Ready-to-Eat Meals

Factor_ is a ready-to-eat meal delivery service that takes a whole new approach to fresh-prepared food. Weekly rotating menus are chef-prepared and approved by nutrition specialists making mealtime simple and stress-free, and providing convenience without having to compromise. Every Factor_ meal is made from scratch using only the freshest premium ingredients. Our Factor_ brand has teams across North-America and Europe and currently delivers to residents in North-America, Sweden, Denmark, the Netherlands and Belgium and we plan to expand to other European countries in the future. Factor_ is part of the HelloFresh Group which now includes our core brand, HelloFresh, as well as: Green Chef, EveryPlate, Chefs Plate, Factor_, and Youfoodz.

The role

As Customer Care Manager at Factor EU, you’ll bring the ultimate customer experience across all European markets. You’ll be responsible for maintaining a premium, consistent support standard - no matter where our customers are, or which language they speak. Your mission is to protect and elevate Factor’s brand by managing escalations with impact, reducing unnecessary contacts, and transforming customer insights (and other data) into meaningful improvements.

You’ll align local processes with Factor’s broader vision and brand identity, ensuring all customer care interactions reflect our tone of voice and quality standards. This includes close collaboration with global HelloFresh teams, offshore BPO partners, and internal stakeholders. One of the powerful tools is that you’ll design and deliver training programs to keep our agents sharp, engaged and aligned.

You’ll be working on daily operations, managing BPO performances and Customer Care KPI’s, as well working on strategic topics where you balance the voice of the customer with business strategics.

We are looking for someone living in The Netherlands, or willing to relocate to join us in our Amsterdam office. We work at the office 2 to 3 times a week.

What you’ll do

• Raise the Bar on Quality: Own the support experience across multiple countries, ensuring it’s consistently high-quality and aligned with our premium brand. This includes performance steering and hands-on training development
• Drive Proactive Communication: Keep internal teams and customers informed, handle complex escalations, and work closely with offshore teams to resolve high-impact issues
• Use Data to Make Us Better: Analyze feedback and operational data to spot trends, reduce contact rates, and steer offshore performance
• Lead incident triage and resolution. You’ll serve as the voice of Factor to customer care teams—and the voice of our customers back to Factor
• Service & Messaging Standardization: Develop and roll out a consistent tone-of-voice and brand presence across all support channels and markets. As you probably don’t speak all local languages, you’ll have to work smart and collaborate with content managers
• Learning & Development: Partner with the International L&D team to ensure training content is effective, easy to grasp, and tailored to the needs of Factor EU

What you’ll bring

• Customer-first mindset with proven ability to inspire teams to deliver exceptional service
• Fluent in English with strong communication skills, adaptable to diverse audiences
• 2–4+ years in customer care, including experience in quality assurance, service design, or training development
• Skilled in managing outsourced (BPO) teams and knowledgeable about offshore customer care operations
• Data-savvy, able to use insights to drive decisions and create clear presentations like slide decks and one-pagers
• Proactive and flexible, comfortable with travel and change, possessing a team-oriented, growth mindset eager to contribute to the company’s future

What we offer

• A competitive salary and company benefits
• 40% discount on Factor meals
• Paid Parental leave benefits
• 50% work-from-home policy, with a budget allowance to support your WFH set-up, and flexibility to work from abroad up to 8 weeks per year
• Pension & Health insurance support
• We trust and support you - take ownership of your work and push your ideas from inception to execution
• We want to see you grow - we support your career progression and provide learning and development opportunities
• We take our work seriously, but we don't take ourselves too seriously. You’ll work with fun, energetic, and supportive teams.
• We’ve kept up the work-hard, play-hard energy virtually. From team socials to holiday and milestone celebrations, you’ll have plenty of opportunity to connect socially with teammates across the HelloFresh Group

We are HelloFresh

At HelloFresh we embrace and welcome diversity and we currently employ over 15,000 individuals globally who contribute to this. We employ individuals based on their ability to perform a job rather than on the basis of their: race, national origin, color, caste, social origin or position, gender, gender expression, sexual orientation, religion, age, disability, political opinion, marital status or any other characteristic. We encourage everyone to apply and will give everyone equal consideration. We are an equal opportunity employer – everyone is welcome at our table.

About HelloFresh Group

We believe in the power of shared meals to unite people from diverse backgrounds. Our commitment to workplace diversity is unwavering, fostering inclusion and belonging for everyone. This dedication extends to our partners and the communities we serve. We’re always evolving, actively listening, and learning to uphold these values. Our collaborative culture, driven by a diverse team, allows us to connect with customers and transform their feedback into tangible improvements, from innovative recipes to enhancing our delivery process.

At Factor_, diversity and inclusion are paramount. We’re an equal-opportunity employer, ensuring fairness regardless of race, gender, age, or other protected characteristics.