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!

What you will do

Support is here to provide solutions to problems faced by our community (customers, partners, suppliers), learn from these, and help Tiqets create solutions to avoid them happening again.

Support Coordinators are responsible for monitoring tasks carried out by the First Line and for executing tasks within the Second Line of Support, such as escalation handling, issue resolution, back office administration, and customer feedback management.

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 questions from the consumer or distribution partners. You will need to build bridges and represent the voice of the users in all of your interactions. In addition, operational support work is also part of the job.

Responsibilities

• Provide second-tier support by coordinating between the first tier and internal stakeholders to find (structural) solutions, address incidents in coordination with other teams, and identify product issues

• Operational support work (second line support), including handling escalated refund requests, responding to public reviews, leading the process to handle chargebacks, and other related tasks

• 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 provide 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 of experience in the support space

• Proven track record of analytical skills

• Great people skills and ability to communicate feedback

• Good organisational skills, knowledgeable in goal-setting practices

• Examples of data visualisation 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 in using Microsoft Excel/Google Sheets, Word/Google Docs, and a Customer Support ticketing system such as Salesforce/Kustomer

• You live in (or close to) Amsterdam, in the Netherlands

• Fluent in English. One of the following additional languages is a plus: Dutch, German, Italian, Spanish and/or French

Important: ability to do weekend and public holidays shifts

Perks & Benefits at Tiqets

• Energetic, international work environment

• Bright, welcoming office located in the center of Amsterdam

• Tiqets learning academy: skill lab, group & individual learning

• Annual company getaway to undisclosed location

• 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