FIFA World Cup 2026™ - Canada, Mexico and the United States · 5 hours ago
Sr. Coordinator, Ticketing General Public Customer Care, FIFA World Cup 2026
Miami, FL
Contract
Onsite
Mid, Senior Level
2+ years expFIFA World Cup 2026™ is looking for a Senior Coordinator for Ticketing General Public Customer Care to support their operations across three countries. The role involves managing customer care strategies, ensuring compliance with ticketing requirements, and enhancing customer satisfaction for international clients.
Responsibilities
Effectively manage the customer care strategies and processes across all the communications channels established, including but not limited to the contact forms, call center, chatbot, emails, etc
Support the Customer Care Manager/Supervisor(s) in managing the customer care team and the potential outsourced customer care and call center service providers for the implementation and effective delivery of the services, ensuring a proper setup of all the services required
Support the Customer Care Manager/Supervisor(s) in ensuring proper training for the call center teams, according to the sales strategy and the FIFA ticketing requirements and regulations
Perform customer care (back office and onsite) whenever required
Apply the escalation processes and ensure his proper implementation by the different teams
Implement quality control procedures to ensure that any deviation from the requirements is detected and corrected as soon as possible
Support the proper implementation of effective processes and strategies for automated and manual case management using the respective CRM systems
Actively search and implement solutions to pro-actively increase the productivity of customer care and call centre agents, and maximize customer information and satisfaction
Pro-actively identify and report on patterns and risks, and implement processes to mitigate them
Qualification
Required
Bachelor or master's degree or equivalent in relevant area
Minimum two years' experience in Ticketing Customer Care teams ideally in international sports events, including recruitment, training, and the delivery of the project
Managing, and conducting ticketing customer care strategies and processes for world-scale projects
Venue and onsite operations experience for ticketing and/or Sport Events
Communication and problem-solving skills
Native level in English, spoken and written
Proficient in MS Office (Excel, Word, PowerPoint, Visio & Project) and planning software and online collaboration tools
CRM software for case management, including automatic and manual management of the cases
Preferred
A native level of at least one of the following: French, Spanish or German is nice to have
Company
FIFA World Cup 2026™ - Canada, Mexico and the United States
The FIFA World Cup 26™ will be 23rd edition of the tournament - the first to feature 48 teams and three host countries: Canada, Mexico and the United States.
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
Emilio Casillas
Recruitment and Workforce Partner
Jurgen Mainka
Chief Tournament Officer México, FIFA World Cup 2026
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