Full-time Aftersales Agent (Dutch speaking)

TicketSwap helps fans buy and sell tickets in a safe and fair way, so more people can go to the events they love. We combine smart product design and safeguards with a support operation that takes trust seriously. When something goes wrong after a transaction, a ticket does not scan, a buyer disputes what they received, or a refund question escalates, we step in to investigate the facts and make consistent decisions. As an Aftersales Agent, you protect both fans and the platform by resolving these 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.

Are you someone who enjoys helping people, staying calm under pressure, and being the human voice behind a global platform? Keep reading 👇

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

• You have strong digital fluency; you 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 Dutch and fluent English (written and spoken), any additional languages are a plus

• Available full-time (40 hours, Monday to Friday from 09:00 - 18:00)

• You write clearly and professionally in Dutch and English, and you can explain decisions in a calm, confident way

• You are empathetic, but you can stay firm when the evidence or policy requires it

• You make good decisions under ambiguity, and you are comfortable investigating details

• You are confident working with digital tools, you can learn new systems quickly, and you work efficiently on a computer, including switching between tools and screens without losing accuracy

• You take ownership, and you look for structural fixes instead of repeating manual work

• You are curious about AI and automation, and you use 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: 40-hour contract, 7 months with the intention to extend

• Find our perks & benefits on our careerpage