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
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
