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