QA, Content & Training Associate

London Customer Delight – Bloom & Wild /Full-time /Hybrid Hi, we’re Bloom & Wild. We don’t just send flowers. We help our customers to care wildly. Caring wildly is celebrating the little things we all do for each other every day. Not just the big occasions. It’s being there for the highs. Stepping up for the lows.

We care wildly about people and our planet. Which is why we’re so proud to be a certified B Corp – committed to making long-term positive change for our community, and the world around us.

Founded in 2013, our mission back then was to make sending and receiving flowers the joy that it should be, by harnessing technology, brand and letterbox delivery. We announced 75 million Series D funding in 2021 and that same year acquired bloomon in The Netherlands and Bergamotte in France. Together, we’ve fulfilled and delivered over 20 million orders (and counting!), making us the largest direct to consumer flower business in Europe.

Now home to a family of 3 beautiful brands, we’re driven by our vision to create the destination for making life a little more thoughtful and beautiful. And we won't stop at flowers and plants. Starting with the Bloom & Wild brand, we're expanding our gifting offering to other categories like cakes, candles and cocktails. This is all part of our ambition to build Europe's #1 direct to consumer gifting destination.

ð ️ Customer Delight Team @ Bloom & Wild Group Customer Delight is the customer service function for The Bloom & Wild Group. We look after customers for Bloom & Wild in the UK, Ireland, Germany and Austria, and bloomon in the Netherlands, Belgium and Germany. We support our customers across phone, email, Whats App, live chat and social platforms.

We are a team of around 30 people, plus an outsourced partner, and an AI chatbot handling a growing share of contacts. Our products are emotional. Someone is sending them because a friend has had bad news, or a parent has had a birthday, or a relationship needs mending. When something goes wrong with an order, it is rarely just about the gift specifically.

That is the operation you would be supporting, and it is why the quality of what we do matters just as much as the volume.️ Role Purpose We are looking for a proactive and quality-focused QA, Content & Training Associate (or Senior Associate) to maintain and elevate the standard of customer interactions across our Customer Delight  this role, you will bridge the gap between quality assurance, content management, and team development.

You won't just be grading tickets, you’ll actively use your insights to refine internal knowledge base articles, drive calibration sessions, update macros, and deliver impactful coaching. As our Customer Delight operations evolve, you will also play a key role in auditing and reviewing our AI Auto-QA tooling to ensure high standards are met as we scale toward full coverage.

Key Responsibilities:

Quality Assurance & Evaluation (~50% of time)
Ticket Grading:
Evaluate a target quantity of customer support interactions weekly/monthly across all channels to ensure alignment with our internal QA standards.

Impact & Action:
Translate grading data into actionable feedback, identifying patterns, skill gaps, and opportunities to improve CSAT, overall team QA scores and customer experience.

Calibration Leadership:
Lead and own QA calibration sessions with BPO Team Leaders (CDX) and internal CD team members to ensure consistent grading standards.

Auto-QA Bot Auditing:
Partner in reviewing, auditing, and validating the output of our new AI Auto-QA tools to ensure accuracy and legitimacy as the technology develops.

Live Customer Support & Engagement (~10% of time)
Ticket Handling:
Maintain a small, regular allocation of direct ticket time on…