Job Properties
  • Job Type
    Full-time Position
  • Background
    Management & Business Others
    Marketing and PR
  • Languages
    English
  • Experience Required
    1 - 2 Years
  • Degree Required
    Bachelor
    • Province
      Tiqets
    • Date Posted
      March 24,2021
    • VISA
    • MOCKINTERVIEW
    • IMG_6430
    • Career Consultation
    • COVERLETTER CHECK
    • CV CHECK
    • internship package

    Head of Support

    Tiqets is one of the fastest-growing tech scale-ups in the Netherlands. To keep it moving fast and making culture more accessible, we’re hiring a Head of Support to join our team!

    Full-time · Amsterdam

    Who are we?

    We’re revolutionising the way people buy tickets to culture and attractions in cities all over the world. Our technology allows users to easily browse and book tickets to the best attractions in seconds, meaning customers can enter museums, zoos, theme parks and more simply by showing their smartphones. About time, right?

    We’re dedicated to bringing simplicity to the world of travel and entertainment. If you want to join our team, working as a Head of Support, send us your resume. We might be looking for YOU!

    Our values

    • Be accessible: Help out, communicate honestly, and be there for each other.
    • Be remarkable: Have fun, think creatively, and celebrate great moments together.
    • Skip the line: Be fast, flexible, and smart; take responsibility and push forward.

    Life at Tiqets

    What you will do

    Providing professional support at a consistent high quality level to customers and business partners is a clear and important goal for Tiqets. As Head of Support, your goals will be to set up a framework for delivering efficient and personal support for our fast-growing and internationally oriented B2C and B2B customers. We believe that great content and tools are essential when it comes to empowering customers and partners to resolve their own issues without even needing to contact customer support agents. But when they need to, your job is to make sure the experience is of the best quality in order to encourage them to become loyal and engaged fans of Tiqets.

    You will lead your team at the Tiqets HQ office in Amsterdam, and supervise our (partly) outsourced customer support in India. The B2C support is well established, but the B2B support still needs to be rolled out. Next to this, you will work together with other Tiqets departments such as Product Development, Sales, and Partner Success Management. You will make sure the voice of our customers and partners is heard within Tiqets, so that learnings, best practices and stakeholder feedback are picked up to improve the overall Tiqets service. You will also build bridges while setting up a broad support framework to cover not only customer support, but also support for Tiqets’ venues and distributors worldwide.

    Job responsibilities

    • Establish and implement a international B2C and B2B support strategy for our consumers, venues and distributors
    • Supervise day-to-day operations of the B2C and B2B support department of Tiqets
    • Motivate and support your team so they can help our customers and partners in the best way possible
    • Make sure support issues are addressed in a timely manner
    • Assess support metrics and prepare detailed reports on the findings, taking action to continuously improve
    • Create effective support procedures, policies, and standards
    • Implement support processes to enhance satisfaction
    • Set, monitor, report and achieve departmental Objectives and Key Results (OKRs), keeping them in line with company goals
    • Manage the budget of the support departments
    • Interview and hire new employees
    • Stay informed and up-to-date on the latest industry techniques and methods

    Qualifications

    • A minimum of 2 years proven experience managing a support department (B2C and/or B2C)
    • Awareness of business metrics and how customer support can impact those
    • Hands-on experience in leading a team
    • Proficiency in customer service software (e.g. Freshdesk)
    • Good organizational skills and knowledgeable in goal-setting practices
    • Problem-solving capabilities to create meaningful tactics and strategies to improve quality of support
    • You live in (or close to) Amsterdam
    • Outstanding written and verbal communication skills in English
    • Stays calm under stress, can motivate a team, brings energy and enthusiasm

    Perks & Benefits at Tiqets
    • Young, dynamic, international working environment
    • Bright, welcoming office located in the centre of Amsterdam
    • Opportunity to make an impact in the fastest growing tech scaleup
    • 20% personal Tiqets discount code to explore great museums/venues worldwide
    • Tiqets academy
    • Tuesday's Pizza & beer sessions
    • Friday drinks
    • Competitive salary
    • Fun, sociable events in and out of the office
    • Pension scheme
    • Travel costs benefit
    • Everyone - employed at Tiqets will receive a monthly contribution for working from home
    • Everyone - employed at Tiqets can reimburse home work space necessities

     
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