Customer Support Manager - NL

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. 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.

🛠️ Customer Delight Team @ Bloom & Wild Group

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 with fluency in Dutch and English (Additional languages are a plus!).

We are looking for weekend and evening flexibility. Flexibility is also required to work during our peak periods and attend our in-person all hands meetings. We are a hybrid team working across the UK, Netherlands and Germany and take time to regularly connect remotely and in person.

⚙️ What you'll be doing:

• The majority of your week will be spent supporting your direct reports, to empower and engage them and ensure they're meeting their KPI
• Part of your role will involve monitoring the quality of customer interactions, stepping in to handle escalations swiftly and effectively when required
• You’ll be a champion for our customers, actively sharing insights and feedback to represent the voice of the Customer Delight team across the business
• You’ll act as deputy for the Lead (and other managers), ready to step in, communicate clearly, and resolve issues whenever needed
• You’ll support the team through peak seasons, helping us scale for busy periods such as Christmas, Valentine’s Day, and Mother’s Day
• You’ll take full ownership of projects, from initial scoping to final delivery, ensuring high standards and measurable impact.

✅ You’ll love this role if you…

• Are an experienced people manager, comfortable managing the performance of a large and primarily junior team.
• Are empathetic, love caring and helping both your direct reports and our customers and have demonstrated these skills in a former customer service team.
• Thrive in a fast-moving, dynamic environment and are excited by the prospect of rolling up your sleeves and getting stuck in with one of the biggest teams at Bloom & Wild
• Are a skilled problem solver who can effectively self-serve and coach others to find solutions
• Are passionate about Customer Service and like to keep up to date with industry best practices and new features
• Have zero ego, you demonstrate professional, positive and consistent behaviours in line with company values and ethos.

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 @ Bloom & Wild

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 champions community actively advances our culture of inclusion and belonging, which is organised around 8 pillars of diversity. These cross-business networks offer additional opportunities for connection, education, support and celebration, and ensure that inclusivity continues to be embedded in our ways of working.

🧭 Our ways of working

We really believe in the power of connection. For us that looks different depending on the team you work in. Some of our teams work together in person every day, whereas others may connect in person every quarter. We also believe in flexibility that supports you, the work you do, and your team. How much you work from home and from our office depends on a balance of those needs, and you’ll agree this with your manager. Whether it’s through a shared project, a learning and development opportunity, or an afterwork social - we trust our teams to make the right decisions (for them and us) about where and how they work each day.

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

🌟 Work that works for you

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.

Our perks and benefits include:

• ⏰ Flexible working & work from abroad
• 🌴 25 days holiday + your birthday + flexible bank holidays, & option to buy additional holiday each year
• 💛 1 Volunteering day each year
• 🐣 Enhanced family leave and a workplace nursery scheme
• 🌱 A flexible training framework for every stage of your career
• 💐 Irresistible discounts on our products, blooms & subscriptions!
• 📈 Share in our success with a choice to take equity options from day 1