Global Support Coordinator — Escalations & Insights

Tiqets; Amsterdam; On-site; EUR 35,000 - 50,000; Full time

Benefits offered by this job

Competitive salary

Paid holiday leave

Mental health support

Free gym

Company events

20% employee discount

Job summary

Tiqets is seeking a Support Coordinator to enhance support services for customers and partners. This role involves providing second-tier support and coordinating closely with first-tier agents and various departments.

The ideal candidate should have at least 1 year of experience in support, strong analytical skills, and effective communication abilities. Join us in a vibrant work environment located in Amsterdam!

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 organizational skills, knowledgeable in goal-setting practices.
• Fluent in English; additional languages preferred.

Responsibilities

• Provide second-tier support by coordinating between the first tier and internal stakeholders.
• Handle escalated refund requests and respond to public reviews.
• Review a subset of support agents' conversations.
• Identify areas of friction and provide feedback to the business.
• Participate in calibration sessions for internal evaluations.

Skills

Analytical skills

Problem-solving

People skills

Organizational skills

Data visualization

Communication

Excel/Google Sheets

Customer Support Systems

Tools

Salesforce

Kustomer

Job description

Tiqets is seeking a Support Coordinator to enhance support services for customers and partners. This role involves providing second-tier support and coordinating closely with first-tier agents and various departments.

The ideal candidate should have at least 1 year of experience in support, strong analytical skills, and effective communication abilities. Join us in a vibrant work environment located in Amsterdam!