Second Line Support Agent (f/m/x)

HelloFresh
Amsterdam
Workplace: HybridFull timeFunction: Customer Support (Service Desk)Skills: ["Communication","Empathy","Problem-solving","Multitasking","Judgment"]

Handle escalated customer cases that first-line support can’t resolve, including food safety incidents and complex complaints. Work as a public-facing representative by responding to customers on social media and review platforms (Instagram/X/Facebook, Google Reviews, Trustpilot, Klachtencompas). Balance resolving directly with knowing when to escalate to teams like QA, Legal, PR, and Marketing, while managing multiple cases and channels with empathy and accuracy.

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FursaFursa
HelloFresh
HelloFresh
3 days ago

Second Line Support Agent (f/m/x)

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Source: Company careers pageValidated by: Fursa AI
Last checked: 7 hours agoStatus: Live

Job Summary

Handle escalated customer cases that first-line support can’t resolve, including food safety incidents and complex complaints. Work as a public-facing representative by responding to customers on social media and review platforms (Instagram/X/Facebook, Google Reviews, Trustpilot, Klachtencompas). Balance resolving directly with knowing when to escalate to teams like QA, Legal, PR, and Marketing, while managing multiple cases and channels with empathy and accuracy.
Location: Amsterdam
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Support (Service Desk)

Key Responsibilities

  • •Proactively reach out to customers affected by incidents and collect information needed to resolve cases.
  • •Determine and issue appropriate compensation aligned with company guidelines.
  • •Report food safety incidents to the FSQA team to support quality tracking.
  • •Resolve escalated cases directly with customers or route them to the right internal teams.
  • •Respond to comments, DMs, and mentions across Instagram, X, and Facebook and manage presence on review platforms; escalate high-risk conversations to PR/Marketing.

Pay and Benefits

Perks:PensionHealth InsuranceGym MembershipAnnual LeaveHome OfficeLearning BudgetRemote Work

Key Requirements

  • •Experience in a customer-facing role, ideally including complaint handling or escalation management.
  • •Strong written communication skills and the ability to adapt tone across public and private channels.
  • •Comfort managing multiple cases and channels at once while maintaining attention to detail.
  • •Calm, empathetic approach to sensitive or high-pressure situations.
  • •Sound judgment to resolve directly or escalate using the escalation guide.
Skills:CommunicationEmpathyProblem-solvingMultitaskingJudgment
Languages:Dutch

Company Brief

HelloFresh
HelloFresh is a meal-kit and food subscription company that delivers fresh ingredients and recipes to consumers, offering convenient home-cooked meals through weekly subscription boxes across multiple international markets.
Industry: FoodTech
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Berlin, Germany
Founded: 2011
Glassdoor
Glassdoor: 3.6
WebsiteLinkedIn