Teamleader Live Support

Join TicketSwap's Journey

TicketSwap is on a journey to become the world’s favorite platform for fans to buy and sell tickets. On this journey, we’ve already reached about 15 million users across 36 countries. Our mission is to be the experience marketplace every fan loves. Our Customer Support team is the front line; dealing with fans' questions via phone, chat, and email quickly and effectively is one of our key strengths.

We are now on the lookout for a Team Leader for our Live Support team. Together with the two other team leaders, you will be responsible for running the daily operations within our Live Support team.

The Live Support team is (one of) the most fun team(s) within the company and the team leaders play a crucial role in keeping things fun, and also well organized in order for the team to help our customers as good and efficiently as possible.

Are you ready to take on the challenge? 🙌

What you can expect from the work

• You will be the point of contact for your team members when they have questions on how to solve customer issues or when other departments need the help of Live Support;

• You’ll make sure that your team provides the best service to our customers as possible, by providing structural feedback to your team members;

• Together with the other Team Leaders you’ll be responsible for scheduling the team's working hours according to the needs based on the seasonality;

• You are responsible for assigning tasks to the team in order to assure that we have sufficient coverage per channel;

• You’ll be responsible for providing training to new hires for Live Support and to provide the Live Support training during onboarding;

• You collaborate closely with the other team leaders to come up with suggestions on ways to automate processes in the Support department;

• Delivering happiness! You are leading by example, by delivering the best customer service;

• You manage and report the team's KPIs, and improve productivity in a creative manner;

• You’re great at using data to make decisions confidently, ensuring they’re in line with our goals.

About you

• You're fluent in English;

• Since we are open during evening hours and weekends, you're flexible when it comes to working different shifts;

• Being customer-friendly is your second nature, you are a customer enthusiast and your enthusiasm is contagious;

• Helping other people succeed is what you're passionate about;

• You feel comfortable giving and receiving feedback and have no problem with confronting team members;

• You are able to work in a structured manner and maintain overview;

• You make sure that the team spirit is at its best!

TicketSwap Perks & Benefits

At TicketSwap we don't only care about a competitive salary. We want you to be happy and healthy and get the best result possible, every single day! That's why we're offering a range of perks and benefits that we hope will help you reach all your goals and ambitions in life and enjoy every moment in and around the office.

Healthy lunch & snacks every day

• Pension plan, fully paid by TicketSwap
• Friday drinks at the office
• Diverse team with 30+ nationalities
• Electrical sit-stand desk
• 25 paid holidays a year

Research shows that women and those in traditionally underrepresented groups tend to apply only if they check all the boxes. That’s a shame, as we would love to build a diverse team. If you know you’ve ‘got what it takes’, but don’t meet every requirement for the role, we would still encourage you to apply.

TicketSwap is looking for the best and motivated talent out there no matter your nationality, gender, sexual preference or religious beliefs. 🚀