Customer Support Manager (Dutch Speaking)

Overview

Hi, we're Bloom & Wild. We don't just send flowers. We help our customers care wildly by celebrating everyday moments and supporting them through highs and lows. We are a B Corp committed to positive change for our community and the world. Since 2013 we have grown into Europe's largest direct-to-consumer flower business, expanding into gifting categories and building a destination for thoughtful experiences.

We're home to a family of brands and are expanding our gifting offering across categories like cakes, candles and cocktails. This is part of our ambition to build Europe's direct-to-consumer gifting destination.

Customer Delight Team - Job Title: Customer Delight Manager

This Amsterdam-based, hybrid role focuses on supporting both our Bloomon and Bloom & Wild brands. Fluency in Dutch and English is required (additional languages are a plus). We operate as a hybrid team with some in-office days and flexibility across the UK, Netherlands and Germany.

Please note: this role requires fluent Dutch skills.

What you'll be doing

• The majority of your week will be spent supporting your direct reports, empowering and engaging them to meet their KPIs.
• Monitor the quality of customer interactions and step in to handle escalations swiftly and effectively when required.
• Be a champion for our customers, sharing insights and feedback to represent the voice of the Customer Delight team across the business.
• Act as deputy for the Lead (and other managers), communicating clearly and resolving issues when needed.
• Support the team through peak seasons and help scale for busy periods such as Christmas, Valentine's Day and Mother's Day.
• Own 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, care about your direct reports and customers, and have demonstrated these skills in a customer service environment.
• Thrive in a fast-moving, dynamic environment and enjoy hands-on collaboration with one of the largest teams at Bloom & Wild.
• Are a skilled problem solver who can self-serve and coach others to find solutions.
• Are passionate about Customer Service and keep up to date with industry best practices and new features.
• Demonstrate professionalism with a positive, consistent approach aligned to our values and ethos.

These are some of the skills and experience we think will enable success in this role, but we're committed to building a diverse team. If you're excited about our values and want to join us in doing things more thoughtfully, we'd love to hear from you.

Belonging & Ways of Working

We learn from differences and value a diverse team to create the best experience for our customers. We encourage open input and maintain an inclusive culture across our networks, which support connection, education and celebration.

Our ways of working vary by team. Some teams work in person daily, others connect quarterly. We support flexible working arrangements based on team needs and manager agreement. We trust our teams to make the right decisions about where and how they work each day.

Our values drive our priorities each day:

• Lead change for good: we have the guts to try new things and do what matters most.
• Think deeply, act swiftly: we ensure thoughtful rationale and swift implementation.
• Care wildly: we pour care and creativity into everything we do and focus on meaningful differences.
• Stay open, be curious: we welcome challenges and transparency about what we're doing and why.

Perks & Benefits

Work that works for you: flexible working and the option to work from abroad.

25 days holiday + your birthday + flexible bank holidays, with the option to buy additional holiday each year.

1 volunteering day per year; enhanced family leave and a workplace nursery scheme; a flexible training framework for all career stages.

Irresistible discounts on products, blooms and subscriptions; equity options from day 1.

For more information on perks and bens, please see

Getting hired

We want your application journey to be a good one. Interviewing is a two-way process, and we're eager to answer your questions so you can decide if we're the right move for you.

If your application is successful, you'll typically have a quick 30-minute chat with a member of the team to discuss your experience and motivations in more detail.

We welcome feedback-if there's anything we can do to help you flourish throughout the process, please share it with us anonymously via the provided link so we can improve your experience.