Vereiste ervaring
2 jaar
Opleidingsniveau
HBO
Standplaats
Amsterdam
Aantal uur / periode
40 uur per week
Salarisindicatie
Nader te bepalen
TicketSwap
Op TicketSwap koop en verkoop je veilig, makkelijk en eerlijk tickets voor concerten, festivals, sportwedstrijden, theater en dagjes weg.
TicketSwap zoekt een CX Writer
TicketSwap is on a journey to become the world’s favorite platform for fans to buy and sell tickets. On this journey, we’ve already reached over 9 million users across 36 countries. As concerts, festivals, and parties burst back to life, we’re seeing explosive growth with a record number of ticket sales. This is the perfect moment to join a company working within the live events sector and a unique opportunity to join this passionate and ambitious tech scale-up.
About the job
On this journey, our communication with fans is essential. We’re looking for a versatile conversational Customer Experience (CX) Writer who will be part of our UX Writing team, collaborating on the daily with our Customer Experience teams and Lead UX Writer to craft all of our customer-facing Support copy. We’d like to work with someone who can write with our fans, organisers and the general public in mind – and can transform complex concepts into easily understandable pieces of copy.
The Customer Experience Writer will play a crucial role in the experience of TicketSwap fans and will be the driving force in the extension from reactive to proactive customer support. In this role, it’s essential that you can place yourself in our customers’ shoes, anticipate their challenges and identify their needs to build trust.
Are you ready to join the world’s favourite place for fans to buy and sell tickets? Continue reading below!
What you can expect from the work?
- Write, improve and own our FAQs on Intercom, led by key metrics and an optimal user experience
- Create tailor-made templates to streamline and bring our brand voice into our Support team’s day-to-day customer interactions;
- Lead the chatbot copy strategy and build bot flows for our Intercom Chatbot based on data to lower our contact rate;
- Write mass update emails to solve ticket buyers’ and sellers’ issues;
- Work along with the Product Operations team on UX copy that’s optimised for our internal teams’ platform;
- Manage the localisation of all the above copy, along with our Lead UX Writer and external translators, including on tight deadlines for emergency comms;
- Leverage data analysis and content recommendations to present Support comms developments and analytics to the Head of Customer Experience, Live Support Manager and Lead UX Writer on a monthly basis;
- Work at least 1 Live Support shift every other week to stay in tune with our fans’ needs;
- Collaborate closely with Support Team Leads and the Lead UX Writer to decide when and how best to inform our fans, including on Product initiatives.
Dit is wie je bent
- You are available for 40 hours per week, speak native (or near native) English, and are preferably somewhat fluent in Dutch (any additional languages are a plus);
- You have hands-on experience in copywriting (We’re looking for a medior CX Writer), content management, writing FAQs and/or UX writing;
- You are analytical, use data to back your decisions and can present your writing approach to stakeholders;
- You prioritise your own work autonomously, are eager to collaborate, and actively reach out for support when needed;
- You have experience in Customer Support or customer-focused thinking, and know how to help our fans through the written word;
- You bring strong project management skills, and can juggle your Customer Experience team collaborations with your CX/UX writing workload;
- You’ve got experience with chatbot tooling, FAQ tooling, Figma, and/or other content management tools;
- You’ve got a portfolio or examples of your writing to share so the team can get a feel for your style.
Dit is wat je krijgt
At TicketSwap we don’t only care about a competitive salary. We want you to be happy and healthy and get the best result possible, every single day! That’s why we’re offering a range of perks and benefits that we hope will help you reach all your goals and ambitions in life and enjoy every moment in and around the office.
- Healthy lunch & snacks everyday
- 25 paid holidays a year
- Friday drinks at the office
- Pension plan, fully paid by TicketSwap
- Diverse team with 25+ nationalities
- Room for personal development
Excited and ready to join our team?
Click on the ‘Solliciteer nu’ button below and we’ll get back to you as soon as possible! Please upload your cv in pdf format.
Proactive acquisition from 3rd parties is not appreciated.
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