Aftersales Agent (German)

TL;DR

Aftersales Agent (Customer Experience/Ecommerce): Mediating between buyers and sellers and investigating transaction disputes to protect platform safety with an accent on fair decision-making based on evidence and clear policy. Focus on resolving complex ticket issues, managing refunds, and utilizing AI tools to optimize workflow without compromising quality.

Location: Hybrid in Amsterdam, Netherlands

Salary: €33,100 - €45,900 per year

Company

hirify.global helps fans buy and sell tickets in a safe and fair way, ensuring more people can attend the events they love.

What you will do

• Investigate buyer and seller disputes, ticket issues, and refund requests using internal tools.
• Communicate clearly and empathetically with users while maintaining consistent decisions.
• Apply company policy and professional judgment to reach fair outcomes.
• Utilize templates, digital tooling, and AI to work efficiently without lowering decision quality.
• Escalate high-risk or ambiguous cases with strong provided context.

Requirements

• Native German and fluent English (written and spoken).
• Part-time availability (24-32 hours a week, Monday to Friday from 09:00 - 18:00).
• Must be based in Amsterdam (office-first, hybrid possible).
• Strong digital fluency and ability to navigate multiple tools quickly and accurately.
• Ability to stay firm on policy and evidence while remaining empathetic.
• Ownership mindset with a drive to find structural fixes for recurring issues.

Culture & Benefits

• Mission-driven environment built by fans, for fans.
• Supportive and international team culture focused on mutual growth.
• Opportunity to make a tangible impact on millions of users worldwide.
• Competitive compensation including holiday allowance and holiday pay.