Senior Support Agent / Team Lead (on-site) - EU-citizen only

We are looking for a skilled and experienced Senior Support Agent / Team Lead for our Customer Support Team in Amsterdam. You’ll join a dynamic, international, open and informal environment and work closely with our Community and Compliance stakeholders.

Our support team currently consists of 5 support admins handling requests from users in multiple languages. As ticket volume and complexity grow — especially around account bans, appeals, and legally framed complaints — we need someone who can independently manage sensitive escalations, craft policy-sound replies, and help build consistency and quality across the team.

As Senior Support Agent  / Team Lead, you will:

• Be the first point of contact for ROMEO users and handle customer enquiries via ticket system, email, and online chat.
  
  

• Own complex escalation tickets, particularly around:
  
  

  • GDPR topics (data access, deletion, complaints)
    
    

  • Digital Services Act (DSA) or other EU platform-policy issues
    
    

  • Account bans and ban appeals
    
    

  • Users challenging moderation decisions
    
    

  • Threats of legal action or lawyer involvement
    
    

• Make independent decisions on sensitive cases, including judging what to reply, what to document, and when it’s necessary to involve our internal lawyer or management.
  
  

• Apply and communicate our Community Standards clearly and fairly, even when users are confrontational or legally argumentative.
  
  

• Maintain community quality and safety standards by reviewing reports, validating profiles, and enforcing guidelines consistently.
  
  

• Serve as a key contact point for external stakeholders, including authorities, our Data Protection Officer (DPO), and legal consultants, ensuring smooth coordination on compliance- and policy-related matters.
  
  

• Troubleshoot and document issues (bugs, abuse patterns, user feedback) and pass actionable insights to management or development teams.
  
  

• Improve internal tools and processes: help refine macros, escalation playbooks, and policy wording so replies stay consistent, firm, and defensible. 
  
  

• Coach and mentor support admins
  
  

• Help prioritise queues and define best practices
  
  

• Contribute to training, onboarding, and hiring

You are someone who combines excellent user-support instincts with strong policy judgment and calm decision-making.

Must-have:

• Several years of experience in customer support, ideally involving escalations, policy enforcement, moderation, or abuse handling.
  
  

• Excellent English communication skills (written + verbal).
  
  

• Strong ability to write clear, structured, and respectful messages, especially in conflict situations.
  
  

• Confidence handling policy and compliance topics with users (GDPR/DSA awareness is enough; you don’t need to be a lawyer).
  
  

• The judgment to recognise when to decide independently vs. when to escalate internally.
  
  

• High emotional resilience: you stay professional when users are angry, threatening, or manipulative.
  
  

Nice-to-have:

• Very good German, Spanish, Italian, or French (spoken/written).
  
  

• Experience with community guidelines enforcement, integrity work, or platform safety.
  
  

• Familiarity with EU digital regulation topics or privacy-related casework.
  
  

• Experience mentoring teammates or acting as shift/queue lead.
  
  

• Technical affinity and understanding of how apps/software work.

• Full-time position in our Amsterdam office next to Centraal Station
  
  

• 12-month temporary contract with the intention to extend permanently
  
  

• Salary range: 50 - 55k yearly (incl. 8% holiday pay in May)
  
  

• Generous pension benefits
  
  

• Travel allowance
  
  

• Flat company hierarchy and short decision paths.
  
  

• All necessary equipment (MacBook Air, etc.).

• An inspiring queer environment that values freedom, honesty, inclusivity, and growth.
  

ROMEO is the world’s most exciting network for gay, bi males, and trans people. Our team consists of 70+ diverse individuals from 15+ countries working in Amsterdam and Berlin.

At ROMEO, support isn’t just about answering tickets — it’s about protecting the community, ensuring fairness, and balancing empathy with safety and compliance. If you want a role with real responsibility, direct impact, and a path into leadership, you’ll feel at home here.