Second Line Support Agent (f/m/x)
Core
Resolve complex customer escalations, food safety incidents, and complaints while managing public-facing social media and review platform responses for HelloFresh.
Role type
Senior IC customer support agent (escalations & social media)
Builds
Customer trust and brand reputation through effective crisis resolution and public engagement
Domain
Food delivery / Customer service
Deliverable
client delivery
Required skills
Escalation management, food safety incident handling, social media response, public relations coordination, compensation determination, multi-channel communication
Preferred skills
Experience in complaint handling, calm approach to high-pressure situations, sound judgment
Responsibilities
Resolve escalated cases from first-line support, QA, Legal, and internal teams; Report food safety incidents to the FSQA team; Respond to comments, DMs, and mentions on Instagram, X, and Facebook; Manage presence on review platforms (Google Reviews, Trustpilot, Klachtencompas); Escalate sensitive social media conversations to PR or Marketing
Seniority
Mid-level, hands-on IC
