Ticketing General Public Customer Care Coordinator
On-siteRio de Janeiro, Rio de Janeiro, Brazil
Job Summary
Implement and manage customer care strategies and processes across contact forms, call centers, chatbots, and emails for the FIFA Women's World Cup 2027. Support the Customer Care Manager in overseeing outsourced providers, conducting staff training, and executing quality control procedures to ensure compliance with FIFA regulations. Perform back office and onsite ticketing processes, analyze KPIs using CRM systems, and manage the multilingual knowledge base archive. Lead a small team performing quality assurance checks while proactively identifying risks and implementing solutions to maximize agent productivity. This role requires relocation to Rio de Janeiro and fluency in English and Portuguese.
Required Qualifications
- Bachelor's or Master's degree or equivalent in relevant areas
- Minimum three years experience in leading large teams, including in-house staff and external service providers, with international and different cultural backgrounds under the same goal
- Minimum two years experience in leading Ticketing Customer Care teams on major international sports events, including recruitment, training, and the delivery of the project
- Planning, managing, and conducting ticketing customer care strategies and processes for world-scale projects, experience in International Sports Events, including previous FIFA World Cups
- Venue and onsite operations experience for ticketing and/or Sport Events
- Experience in similar role during previous FIFA World Cups
- Team-leading skills, able to lead multicultural teams
- Communication and problem-solving skills
- Fluent in English and Portuguese, spoken and written
- 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
- Ability to re-locate to Rio de Janeiro
- Right to work in Brazil
Desired Qualifications
- Spanish and/or additional languages is highly advantageous
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