Support Coordinator, Tiqets
Visa Sponsorship if applicable
Digital ticketing platform for museums and attractions
Open for applications
Digital ticketing platform for museums and attractions
201-500 employees
Open for applications
Visa Sponsorship if applicable
201-500 employees
Company mission
Tiqet's mission is to make culture more accessible.
Role
Who you are
- 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
- The opportunity is for 32-40 hours per week
- Important: ability to do weekend and public holidays shifts
What the job involves
- 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
- 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
- The opportunity is for 32-40 hours per week
Our take
Museums and attractions might have had people tolerating lengthy ticket-booth queues in the past, but the rising tide of digital transformation has today’s visitors expecting more. With many museums in particular operating on precarious funding models, they can’t afford to lose visitors, so Tiqet’s simple digital ticketing platform should offer something of a lifeline.
Tiqet’s easy browse-and-buy selection of e-tickets to top locations across the globe has proven especially useful - both for facilitating greater footfall, and for converting visitors to repeat customers with data gathering and analytics. It is this latter point that may prove especially useful: with an increasing proportion of museums' and attractions' revenue coming from gift shops and cafés, rather than ticket sales themselves, they are increasingly pivoting towards a consumer model. Consequently, they will need to keep a tighter finger on the pulse of consumer demand.
What bodes especially well for Tiqet has been a impressive funding round led by travel giant Airbnb, who offered guidance and collaboration to the startup. The company has led digital transformation in a key aspect of the tourism industry, and has made several advantageous partnerships with companies such as Klook and RUNNR.ai.
Freddie
Company Specialist at Welcome to the Jungle
Insights
6% employee growth in 12 months
Company
Company benefits
- Young, 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
- Sports activities: free gym, running sessions, boot-camp, football, climbing and more
- Fun, sociable company events in and out of the office
- Friday drinks
- Summer party
- 20% employee discount code to explore great museums/venues worldwide
- Pension contribution and travel compensation
- Everyone - employed at Tiqets will receive a monthly internet allowance for working from home
- Everyone - employed at Tiqets can reimburse home work space necessities
Company HQ
Jeruzalem, Amsterdam, Netherlands
Leadership
Luuc Elzinga
(President)Previously a partner and Co-founder at Think Too. Previously worked as the company's CEO from 2014-2020.
Maarten Raaijmakers
(Chief Supply Officer)An experienced entrepreneur, they co-founded Splandingo and Mijn Register, as well as founding Minus3, before moving on to Tiqets.
Kasper Middelkoop
(Shareholder)Previously the founder of Hotelchamp and co-founder at Midsol Media, and subsequently founded Smiler.
Robert Westers
(COO)Previously the Director at Nimbuzz Internet Media. Went on to work as CPO at Nimbuss and Paylogic International.
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