Lead Support | Organiser & Visitor

Weezevent Group; Eindhoven; On-site; EUR 55,000 - 75,000; Full time

Benefits offered by this job

Bar & rooftop terrace

Daily lunch

Team events

Chair massage

Pension option

Remote work chance (annually)

Job summary

Weeztix in Eindhoven is seeking a Lead Support to manage a 6-person team serving organisers and visitors. You will shape response quality, oversee escalation handling, and drive process improvements during peak event seasons.

You will work with Product and Customer Success to translate feedback into product changes, maintain up-to-date knowledge bases, and keep service standards high while balancing workloads across channels.

Qualifications

• 3–5 years of experience in Support, Customer Service, Customer Success, or Operations.
• Experience leading or coaching people, formal or informal.
• Strong organizational skills and process improvement mindset.
• Comfort with escalations and making decisions under pressure.
• Ability to switch between organiser and visitor conversations (B2B/B2C).
• Fluent in Dutch and English; French is a plus.

Responsibilities

• Lead, coach, and develop a team of 6 Support Specialists.
• Run weekly 1:1s, team meetings, and feedback moments.
• Own team performance: response times, resolution rates, quality, and CSAT.
• Handle complex escalations requiring senior input.
• Spot recurring issues and improve processes.
• Balance workload across organiser and visitor support.
• Collaborate with Product and CS to turn feedback into improvements.
• Keep knowledge base and support standards up to date.

Skills

Team leadership

Coaching

Process improvement

Decision making

B2B/B2C conversations

Dutch fluency

English fluency

Education

3–5 years in Support/CS/Operations

Tools

Zendesk

Intercom

Freshdesk

Job description

Lead Support — Organiser & Visitor

Our support team is one of the most important teams at Weeztix. Organisers rely on us to run their events every day, and thousands of visitors rely on us to get them through the gate.

As Lead Support, you're responsible for the entire support operation. You'll lead a team of 6 specialists across 2 worlds: 4 colleagues supporting organisers with our platform and products, and 2 helping visitors with ticket questions, refunds, and entry issues.

Your job isn't to answer the most tickets. It's to build a team that delivers fast, personal, and high-quality support. Especially when festival season gets busy. You'll report directly to our Head of Customer Success and work closely with Customer Success, Product, and Operations.

What you'll be doing

You will:

• Lead, coach, and develop a team of 6 Support Specialists.

• Run weekly 1:1s, team meetings, and feedback moments.

• Own team performance: response times, resolution rates, quality, and customer satisfaction.

• Handle complex escalations from organisers and visitors when a senior decision is needed.

• Spot recurring issues and improve processes before they become bigger problems.

• Balance workload across organiser and visitor support, especially during peak event periods.

• Work closely with Product and Customer Success to turn customer feedback into product improvements.

• Keep our knowledge base, workflows, and support standards clear and up to date.

You're a good fit if

You enjoy helping people and building structure. You're someone who likes coaching a team, improving processes, and keeping calm when things get busy. And you bring:

• 3–5 years of experience in Support, Customer Service, Customer Success, or Operations.

• Experience leading or coaching people (formal or informal).

• Strong organisational skills and an eye for process improvement.

• Confidence in making decisions and handling escalations.

• The ability to switch easily between B2B conversations with organisers and B2C conversations with visitors.

• Fluent in Dutch and English, French is a plus

Bonus points if...

• You've worked in SaaS, ticketing, hospitality, or live events.

• You've worked with tools like Zendesk, Intercom, Freshdesk, or similar.

• You've helped improve or rebuild a support team or service operation.

• You know what peak season looks like (and how to keep a team performing under pressure)

What you'll get:

At Weeztix, you'll join a fast-growing ticketing platform that's used by organisers across Europe. We work with festivals, clubs, venues, sports events, museums, and everything in between.

• A team that genuinely likes working together

• A full-time position in the centre of Eindhoven with our own bar ánd rooftop terrace

• The chance to shape both team culture and customer experience.

• Daily free lunch, team drinks and events and access to the best festivals and events

• Chair massage once a week at our office, plus benefits like an electric lease bike if you want

• 25 vacation days, a solid pension scheme (or additional salary) and the opportunity to work remotely once a year.

About Weeztix

We're building the ticketing platform behind thousands of events every year. From local club nights to Europe's biggest festivals, our software helps organisers sell tickets, manage visitors, and run events without hassle. We're growing fast, keep things practical, and like people who take ownership. No unnecessary layers, just smart people building great products together.

Ready to lead the team behind the experience of every organiser and visitor? We'd love to meet you.

Ready to lead the support team behind every event?

Procedure

No lengthy assessments. We'll start with a short introductory call. If there's a match, we'll invite you to our Eindhoven office to show you the world of Weeztix — and hopefully learn more about yours too.