Second Line Support Agent (f/m/x)

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 • Report food safety incidents to the FSQA team to support broader quality tracking • Handle cases escalated by first-line agents, QA, Legal, and other internal teams, resolving them directly with customers • Respond to comments, DMs, and mentions across Instagram,X, and Facebook with a helpful and engaged tone • Manage HelloFresh's presence on review platforms, including Google Reviews, Trustpilot, and Klachtencompas • Spot sensitive or high-risk social media conversations and escalate to PR or Marketing using the escalation guide What you’ll bring: The Ingredients • Experience in a customer-facing role, ideally including complaint handling or escalation management • Strong written communication skills, with the ability to adapt tone across public and private channels • Comfort managing multiple cases and channels at once without losing attention to detail • A calm, empathetic approach to sensitive or high-pressure situations • Sound judgment for knowing when to resolve an issue directly and when to escalate it further Above all, we are looking for people who will make HelloFresh better. There are many different ways of developing skills, and we love diverse experiences! So even if you don’t “tick all the boxes” but think you’d thrive in this role, we would really like to learn more about you. What we offer: The Toppings Compensation & Financial Wellbeing • Enjoy 20% off HelloFresh and 40% off Factor_ subscriptions. • Access the "Benefits at Work" platform for discounts on brands like Nike, Bol.com, and IKEA. • You'll receive a HelloFresh laptop, a €250 home office setup budget, and contribute to the Bedrijfspensioenfonds Levensmiddelen pension scheme (2026 rate 27.6%; employer pays 19.64%, employee pays 7.96%). Health & Wellbeing • Benefit from discounts on ClassPass and gym memberships via Bedrijfsfitness Nederland, free bootcamp classes (Amsterdam), and free subscriptions to Headspace and OpenUp. • Get a 7,5% discount on additional health insurance at Zilveren Kruis in 2026. Flexibility & Work-Life • Work flexibly with our hybrid setup, plus a €2.45 daily remote work allowance. • Receive 24 days of annual leave (pro-rated), plus one additional day per year of service (up to 30 days total). • Full reimbursement for 2nd-class public transport to the office, plus €0.23 per km for car and bicycle travel. Career & Development • Grow with our "Learning Never Stops" mindset: access internal/external opportunities, and join our cross-market mentoring program. • A dedicated annual budget to help you keep learning, developing new skills, and growing your career. Culture & Environment • Enjoy fresh homemade lunches in the office (€3.00/day), weekly vrij-mi-bo (Friday drinks), quarterly strategy sessions, and team events. Are you the missing ingredient? If this sounds like a tasty opportunity, we’d be excited to hear from you. We aim to review your profile and respond within 5 business days.