Part-time Aftersales Agent (Spanish speaking)

TicketSwap; Amsterdam; Hybrid; EUR 17,047 - 24,280; Part time

Job summary

TicketSwap is looking for an Aftersales Agent based in Amsterdam to help fans with ticket disputes and refunds. As an entry-level role, you will resolve cases using evidence and apply fair policy decisions while communicating effectively in Spanish and English.

The position offers part-time hours of 24–32 a week, with an office-first approach that allows hybrid work. You'll be part of a mission-driven company that values empathy, digital proficiency, and teamwork.

Qualifications

• Native in Spanish and fluent in English (written and spoken); additional languages are a plus.
• Writes clearly and professionally in both languages.
• Confident working with digital tools and can learn new systems quickly.

Responsibilities

• Investigate buyer and seller disputes, ticket issues, and refund requests.
• Communicate clearly and empathetically while making fair decisions.
• Turn recurring issues into feedback for better tooling and automation.

Skills

Native in Spanish

Fluent in English

Decision making

Empathy

Digital tools proficiency

Job description

Role Overview

TicketSwap helps fans buy and sell tickets in a safe and fair way, so more people can go to the events they love. As an Aftersales Agent, you protect both fans and the platform by resolving cases based on evidence, clear principles, and policy, and by turning recurring issues into feedback for better tooling and automation. Aftersales is one of the three teams that make up our customer experience department and this is an entry level role.

What you’ll do

• Investigate buyer and seller disputes, ticket issues, and refund requests using available evidence and internal tools
• Communicate clearly and empathetically, while staying consistent in decisions
• Apply policy and judgment to reach fair outcomes that protect user trust and financial correctness
• Use templates, tooling, and AI responsibly to work efficiently without lowering decision quality
• Navigate tools quickly and accurately, using shortcuts to work efficiently and error‑free
• Escalate high‑risk or unclear cases with strong context

About you

• Native in Spanish and fluent in English (written and spoken); additional languages are a plus
• Part‑time availability (24–32 hours a week, Monday to Friday from 09:00 – 18:00)
• Writes clearly and professionally in Spanish and English, and can explain decisions calmly and confidently
• Empathetic yet firm when evidence or policy requires it
• Makes good decisions under ambiguity and investigates details
• Confident working with digital tools, learns new systems quickly, and works efficiently on a computer, switching between tools and screens without loss of accuracy
• Takes ownership and seeks structural fixes instead of repeating manual work
• Curious about AI and automation, and uses it carefully to protect trust

Why You’ll Love It Here

• Be part of a mission‑driven company built by fans, for fans
• Work from our Amsterdam office
• Join a supportive, international team that helps each other grow
• Make a real impact on the experience of millions of fans worldwide

Practical Details

• Location: Amsterdam (office‑first, hybrid possible)
• Hours: 9:00‑18:00
• Contract: 0‑hour contract, 7 months with the intention to extend
• Salary: €15 gross per hour (+8% holiday allowance & 9,6% holiday pay)
• Find our perks & benefits on our career page