Senior Support Agent – Community Standards; on-site

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

Temporary, Full-time – ROMEO

50,000 - 55,000 € per year

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.

• 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 expand 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 (Mac Book 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.

Please send us your motivation letter and CV using the application form. ()

ROMEO is the world's most exciting network for gay, bi males, and trans people. Our team consists of over 70 diverse individuals from 15+ countries working in Amsterdam and Berlin. We're proud to connect millions of gay guys all over the world across borders, cultures, and languages.