Support & Service Representative

Full-time / Part-time

28–38 hours

EscapeTours® is the most fun and largest city game in Europe! Do you love making people happy, do you work in an organized manner, and do you thrive in a dynamic environment? At EscapeTours®, you’ll ensure that our players have an absolutely amazing experience.

From the first question to the final review. With nearly 900,000 players and well on our way to 1 million this year, you’ll be the face and voice behind our service. And if we do say so ourselves: you’ll be doing it at a really great company.

Customer Inquiry and Support Management
Monitoring and responding to reviews
Management of our chatbots and internal systems
This is what I want!

EscapeTours® sees every city as one big playground! To support the continued growth of our product both domestically and internationally, we’re looking for someone to join our team.

Who are we?
You might know us; we’re EscapeTours®, a city game played every day across Europe. Players explore a city on their own, solve puzzles, and try to find the secret exit. This has made us the largest city game platform in the world, active in dozens of cities in the Netherlands and hundreds across Europe. And we’re still growing rapidly.
Although we’re located all over the world, we keep our team nice and tight-knit. Our team consists of Nardo, Robert-Jan, Mechteld, Sharyl, Saskia, Daisy, and Randolf. A close-knit group of 7 professionals where communication is direct. Behind the scenes, our organization runs on smart technology (using AI), allowing you to focus on what really matters: personal contact and a smile on our players’ faces.

What will you be doing?
Support, customer inquiries & ticket handling: You’ll answer players’ questions via email, form, chat, and phone. You’ll do this within the specified response time, in a friendly manner, and with a healthy dose of enthusiasm. You’ll creatively solve problems related to bookings or player experiences. You’ll also send out fun service emails that help players get the most out of their game.
Reviews & Experience: You monitor and respond to reviews, celebrate the compliments, and ensure that every player looks back on their adventure with a great feeling. International Collaboration: You work closely with our partners abroad to provide them with optimal support in localizing the games.
Smart working: You make smart use of our internal systems and chatbots for routine tasks. This leaves your hands free for the work that still requires human creativity.

We offer

Salary & benefits: You will start in pay grade 5 (Day Recreation Collective Bargaining Agreement), which amounts to €2,600 to €3,200 gross per month based on a 38-hour workweek (depending on your work experience). In addition, you will receive a travel allowance and a company laptop.
Flexibility & remote work: A position requiring a minimum of 28 hours and a maximum of 38 hours per week (hours to be determined), with the option to work remotely.
Growth & Impact: A challenging role and an amazing workplace at the world’s largest and fastest-growing city game platform, where you’ll have all the space and freedom you need to make a real impact on our international growth.
Additional perks: Coffee and tea in every flavor imaginable. Regular get-togethers with BBQs, and to top it all off: a weekend getaway with the whole team to a destination yet to be revealed!

We ask

Service-oriented & eager to learn: You’re service-oriented through and through and love helping people; specific support experience isn’t a must, as long as you genuinely enjoy solving problems!
Strong communication skills: You write fluently and accurately in Dutch. Since you’ll be handling a lot of phone calls, supporting our international partners, and we’re growing rapidly across borders, you should also be comfortable using English.
Digitally savvy: You are comfortable using computers and various software programs.
Passion for the industry: You have a strong passion for and affinity with the leisure, hospitality, and tourism industry.
Organized & proactive: You work in an organized manner, easily keep track of day-to-day operations, and enjoy proactively contributing ideas on how to make our processes even more enjoyable