HelloFresh
Second Line Support Agent (f/m/x)
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Amsterdam, North Holland, Netherlands
Confirm work authorization, visa sponsorship and location requirements with the employer.About the role
The role: What's in the Box
Our Customer Care team is the voice of HelloFresh at the moments that matter most: when something has gone wrong and a customer needs more than a standard fix. As a Second Line Support Agent, you'll take on the cases that first-line support can't resolve alone: food safety incidents, complex complaints, and escalations from across the business.
You'll also be one of the public faces of HelloFresh, responding to customers on social media and review platforms where everyone can see how we show up for people. It's a role that mixes hands-on problem-solving with real visibility, and you'll work closely with teams like Quality Assessment (QA), Legal, PR, and Marketing to make sure every case is handled with care and urgency.
Some days you're fully dedicated to either second line or social media, other days you'll combine both.
Practical information
- Language Requirements: Native Dutch speaker required
- Hours per week: 24 - 32 hours
- Working hours: weekdays, weekends, and evenings (shifts typically run 11:00–19:30 or 12:30–21:00)
- Hybrid Working Policy: Available, and details to be discussed during interview process
What you’ll do: The Recipe
- Reach out proactively to customers affected by a variety of incidents, and gather the information needed to resolve each case
- Determine and issue appropriate compensation, balancing customer happiness with company guidelines
