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!
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.
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
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
Tuesday's Pizza & beer sessions
Fun, sociable events in and out of the office
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