Support Coordinator

Tiqets is an award-winning tech scale-up headquartered in the Netherlands. We are hiring a Support Coordinator to join our mission to bring the world more ways to culture!

Who are we?

We are revolutionizing the way people buy tickets to unforgettable experiences at the best destinations all over the world. Our technology makes planning easy for thousands of travelers to find all the experiences they don't want to miss during their trip (museums, zoos, theme parks, and more), so they can book all their tickets in one place.

We are an international company committed to making culture accessible to our customers and our employees. We embed diversity, equity, and inclusion into our company fiber organically.

These values are promoted from the inside out and we strive to represent and honor differences in gender, race, religion, and sexual orientation in our company culture, our content, and our product.

Our values

• We are remarkable: Have fun, be creative, and celebrate great moments!
• We are accessible: Communicate honestly and support each other
• We are adaptable: Learn, adapt, and pivot. That's who we are!

What you will do

Support Coordinators are responsible for the organisation of tasks to be carried out in the First and Second Line of Support, the monitoring of tasks carried out by first line, back office administration, and issue resolution.

As a Support Coordinator, your goal is to maintain a high and consistent level of support across the internationally oriented support team. You will be working closely with colleagues within the department and with our team in India by actively assisting the first tier in helping answer the consumer questions. You will need to build bridges and represent the voice of the customer in all of your interactions. In addition, operational support work is also part of the job.

Responsibilities

• Providing second tier support by coordinating between first tier and internal stakeholders to find (structural) solutions
• Operational support work (second line support)
• Review a subset of support agents’ conversations (emails, chat, etc)
• Assess support interactions based on Tiqets standards
• Undertake back office support tasks to ensure cost recovery processes are handled effectively
• Possess a competent level of knowledge of all 2nd Line tasks
• Identify areas of friction and feedback to the business
• Assist in creating strategies to improve support KPIs
• Help first tier agents improve their performance with specific instructions and constant support
• Participate in calibration sessions to maintain consistency in internal evaluations
• Contribute to the team culture in a positive manner

Qualifications

• Minimum of 1 year experience in the support space
• Proven track record of analytical skills
• Great people skills and ability to communicate feedback
• Good organizational skills, knowledgeable in goal-setting practices
• Examples of data visualization abilities and understanding of support metrics
• Perception of basic business metrics and how support impacts those
• Problem-solving capabilities to create meaningful input for strategies to improve support quality
• Experience in handling complaints via social media is a plus
• Competent using Microsoft Excel/Google sheets, Word/Google Docs, and a Customer Support ticketing system such as Zendesk/Kustomer
• You live in (or close to) Amsterdam, in the Netherlands
• Fluent in English. One of the following additional languages are a plus: Dutch, German, Italian, Spanish and/or French
• Important: ability to do weekend and public holidays shifts

Life at Tiqets

Perks & Benefits at Tiqets

• Energetic, international work environment
• Bright, welcoming office located in the centre of Amsterdam
• Competitive salary and paid holiday leave
• Tiqets learning academy: skill lab, group & individual learning
• Annual company getaway to undisclosed location
• Visa Sponsorship if applicable
• Mental health support through our partnership with OpenUp
• Daily fresh lunch buffet provided by Join Programs
• Sports activities: free gym, running sessions, boot-camp, football, climbing and more
• Fun, sociable company events in and out of the office
• 20% employee discount code to explore great museums/venues worldwide
• Pension contribution and travel compensation

Some of the tools we're working with in Support

• Google Suite
• Kustomer
• Slack
• Jira
• Confluence