Tony's Chocolonely is committed to ending exploitation in cocoa. We are an impact company that makes chocolate, not a chocolate company that makes an impact. With incredibly tasty chocolate, we lead by example, demonstrating that ethical practices and success can go hand in hand.

Through Tony's Open Chain (TOC), mission allies like Albert Heijn, Ben & Jerry's, Jokolade, and Aldi have embraced a fairer, more transparent supply chain for their chocolate. Now we are on the hunt for our new Sustainability Supply Chain Intern to join our Tony's Open Chain team in Amsterdam!

Here’s what you’ll learn:

• Direct, sustainable supply chain management: Understand what it means to manage a sustainable supply chain in practice. Explore the world of commodities (cocoa is fascinating!) and dive into origin sourcing
• Traceability data: Learn how to work with traceability data and digital traceability tools like our Beantracker to help us scale 100% traceable cocoa.
• Sustainability reporting, impact & audit readiness: Build a strong understanding of sustainability reporting frameworks (CSRD, ESRS, GRI), impact assessment, data collection, validation, storytelling, integrated reporting, impact accounting, and audit preparation. You’ll get hands on experience supporting the annual Tony’s Open Chain Impact Report.
• Cross‑cultural teamwork: Learn how to collaborate across cultures and continents, working with teams in Amsterdam, Côte d’Ivoire and Ghana.

Here’s what you’ll do:

In the TOC Supply Chain team

• Traceability Data Management – Monitor the completeness and accuracy of all traceability data in our Beantracker. Collaborate with partners in Côte d’Ivoire, Ghana, and our traceability specialists to reach fully traceable beans.
• Improvement Project – Analyze current ways of working, identify root causes of challenges, and cocreate improvements with teams across Amsterdam and West Africa.
• Cocoa delivery monitoring – Track monthly cocoa deliveries, analyze volume status, and share insights with Supply Chain Specialists and TOC Management to spot risks and opportunities.
• Premium payments – Support monthly invoicing of Mission Ally premiums and payouts to cooperatives, and suggest improvements to the process.

In the External Affairs & Reporting team

• Support the full development of the 2025/26 Tony’s Open Chain Impact Report: gather information, draft and edit content, coordinate reviews, work with copywriters and the Creative team, support KPI data validation, update audit documentation, and contribute to analytical publications such as the Integrated & Profit & Loss Analysis.

Requirements

Job requirements:

• You’re currently studying at a university of applied sciences or university level (study backgrounds in sustainability, supply chain or quality are a plus)
• You speak fluent French, you’ll interact daily with Côte d’Ivoire team members and partners who work primarily in French.
• Raise the bar. Challenge yourself and team Tony’s to increase our ambition and to accomplish our mission. Make mistakes along the way and learn from them.
• Believe wholeheartedly in Tony’s mission. You live our core values: outspoken, In it together, Makes your smile, Entrepreneurial and Raise the bar.

Here are the hard facts:

• Starting on September 1st, you'll be part of our Tony's team for 6 months.
• We are all about being more in person than apart; this means we offer flexibility but see each other in our Amsterdam office on average 3 days a week. More is fine!
• You’ll be living in the Netherlands and enrolled in a school for the duration of the internship.

Here's what you can expect from us:

• You'll be part of an enthusiastic team of driven colleagues who share your love for Tony's and our commitment. We're a fast-growing international company, and we believe in doing things differently.
• As an intern, you'll have the opportunity to directly contribute to the success of Tony's Chocolonely and Tony's Open Chain. You'll be challenged to raise the bar and make a real impact in the world.
• You'll have 14 vacation days over the six-month period, and we'll provide you with a monthly €550 internship allowance for a full-time (40 h) internship.
• Our office in Amsterdam Houthavens is a pretty sweet workplace - you'll enjoy a fresh and tasty lunch, and plenty of snacks. We know how to work hard, but we also know how to have fun. And of course, you get to take home as much chocolate as you can carry.

Sounds like you? If you're ready to take the chocolate industry to new heights with us, we'd love to hear from you! Everybody is welcome to apply. From classics to limited editions, we know that different flavours make life more inspiring. And not just in our chocolate assortment. At Tony’s, we welcome everyone with equal enthusiasm – regardless of race, colour, age, gender, sexual orientation, nationality, disability or veteran status. Crazy about chocolate, serious about people.

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You'll lead the strategy, design, and execution of our QA program across FTE and vendor teams. Early on, you may be hands-on in building frameworks, calibrating reviews, and establishing reporting. As the program scales, you'll build and lead a team responsible for quality reviews, calibration, and performance insights across Support.

You'll work cross-functionally with Support, Learning & Knowledge, Support Operations, Product, and Engineering to ensure quality insights directly drive training, workflow improvements, automation strategy, and product feedback.

Responsibilities

• Build and lead the Support QA program, including evaluation frameworks, scoring models, review workflows, and calibration processes.
• Hire, develop, and manage QA specialists or analysts as the program scales.
• Define quality standards across ticket support, technical troubleshooting, and customer communication.
• Establish QA coverage strategy across FTE and vendor support teams.
• Lead calibration programs to ensure consistent quality standards across reviewers, teams, and regions.
• Partner with Learning & Knowledge to turn QA insights into training, onboarding improvements, and coaching strategies.
• Partner with Support Operations to embed quality signals into dashboards, reporting, and performance frameworks.
• Define and evolve quality standards for AI-assisted support, including agent assist usage, automation handoffs, and AI-generated content quality.
• Utilize Replit to build internal tooling and recommend external tooling when necessary to improve QA workflows and program scalability.
• Define and track key quality metrics (QA trends, CSAT correlation, escalation rate, escalation rate, repeat contact rate, policy adherence) and report insights to Support leadership.

Requirements

• 5+ years in Support Quality, Support Operations, Technical Support, or similar roles in a technology company.
• 2+ years in a people management or team leadership capacity.
• Experience building or significantly evolving a QA program, framework, or evaluation system.
• Strong understanding of customer support workflows, ticket lifecycle, and escalation patterns.
• Experience working with support platforms (Zendesk or similar) and QA tooling or review workflows.
• Strong analytical mindset with experience using data to identify trends and drive performance improvements.
• Experience working cross-functionally with Support leadership, Operations, and Enablement or Training teams.
• Strong written and verbal communication skills, including delivering structured performance feedback and coaching guidance.
• Experience working in fast-moving product environments with frequent releases and evolving workflows.
• Hands-on experience using AI tools (e.g., Replit, Claude, ChatGPT, or similar) to improve workflows, knowledge creation, training, or support operations.
• Experience managing or influencing quality across vendor or BPO support environments.

Nice to Have

• Experience designing QA programs for technical or developer-focused support environments.
• Experience building QA programs that support both human and AI-assisted support interactions.
• Experience partnering on support automation, routing, or workflow design decisions.
• Experience building QA dashboards, reporting frameworks, or performance analytics models.
• Background in coaching, enablement, or performance improvement programs.
• Experience scaling QA programs in high-growth or early-stage environments.

Bonus Points

• Has used Replit and built internal tooling
• Experience working with IDEs, terminals, or other common developer tools.

What We Value

• Problem-solving mindset: Ability to approach complex operational challenges systematically and devise effective solutions
• Self-directed and autonomous: Capable of working independently while collaborating effectively with cross-functional teams
• Strong communication skills: Ability to explain complex technical concepts to both technical and non-technical audiences
• Continuous learning: Passion for staying current with industry best practices and new technologies
• Focus on automation: Strong belief in automating repetitive tasks and building self-healing systems

Full-Time Employee Benefits Include

• Competitive Salary & Equity
• 401(k) Program with a 4% match
• Health, Dental, Vision and Life Insurance
• Short Term and Long Term Disability
• Paid Parental, Medical, Caregiver Leave
• Commuter Benefits
• Monthly Wellness Stipend
• Autonomous Work Environment
• In Office Set-Up Reimbursement
• Flexible Time Off (FTO) + Holidays
• Quarterly Team Gatherings
• In Office Amenities

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