Customer Support Associate (Danish Speaking) in London

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 both the Danish and UK teams you’ll handle requests from both Danish-speaking and English-speaking customers, requiring flexibility and adaptability to meet diverse needs.

In this role, you will be responsible for our Danish and British customers via email, WhatsApp and phone. From time to time we will also ask you to jump into our German email queues (you can answer in English or Danish, we are working with a great translation tool). You will also be responsible for coordinating Danish deliveries in the Netherlands and you will be in contact with logistics partners to provide our customers with up-to-date information. It is essential that you can think in a solution-oriented way and are able to act 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. We are a hybrid team working across the UK, Netherlands and Germany and take time to regularly connect remotely and in person.

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 09:00 and 22:30 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 (delivery nights are Wednesday - Friday) and in a pattern across weekends too.

You’ll love this role if you…

• Strong verbal communication and writing skills in Danish (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’ attitude.

Please note that the application deadline for this role is June 9th.

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.

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.

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.

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:

• 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.

We know that job searching can be daunting, and we want to do everything we can to ensure that your experience with us is a good one. Interviewing is a 2-way process, and we’re keen to answer all of the questions you have, so that you can be sure (and excited!) that we’re the right move for you. We believe in leading change for good, so if there’s anything that we can do to help you flourish throughout your application process with us, or if you have any feedback, please share this with us anonymously so we can use this to improve your experience.