Ticketing General Public Customer Care Analyst
On-siteRio de Janeiro, Rio de Janeiro, Brazil
Job Summary
Design and monitor customer care strategies across contact forms, call centers, chatbots, and emails while overseeing outsourced service providers against agreed service levels. Validate ticketing processes for back office and onsite adherence, implement quality control procedures to detect deviations, and analyze performance data to identify opportunities for increasing agent productivity and customer satisfaction. Coordinate quality assurance checks, maintain knowledge base version control, and report on KPIs and functional compliance gaps for resolution. Support the design of training content and optimize CRM case management processes to ensure effectiveness for both national and international clients during the FIFA Women's World Cup 2027.
Required Qualifications
- Right to work in Brazil
- Fluent in English (spoken and written)
- Fluent in Portuguese (spoken and written)
- Ability to re-locate to Rio de Janeiro
- Bachelor's or Master's degree or equivalent in relevant areas
- Experience working within large, multicultural operational structures (in-house staff and external service providers), collaborating toward a shared operational goal
- Experience supporting Ticketing Customer Care operations on major international sports events, with exposure to recruitment, training and project delivery processes
- Experience planning, monitoring and analysing ticketing customer care strategies and processes for world-scale projects
- Venue and onsite operations experience for ticketing and/or sport events
- Strong cross-functional collaboration skills, able to work effectively within multicultural teams
- Strong communication, analytical and problem-solving skills
- Proficient in MS Office (Excel, Word, PowerPoint, Monday) and planning software and online collaboration tools
- CRM software for case management, including automatic and manual management of the cases
Desired Qualifications
- prior exposure to International Sports Events, including previous FIFA World Cups
- Experience in an analytical or customer care operations role during previous FIFA World Cups or comparable major international sports events
- Spanish and/or additional languages
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