Lead Support: Organiser & Visitor Experience

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

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.