Supervisor, Ticketing General Public Customer Care, FIFA World Cup 2026
2 weeks ago
THE POSITION The main responsibilities of the Ticketing General Public Customer Care Supervisor for the FIFA World Cup 2026TM include:
- Implement and 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 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 in ensuring proper training of all the customer care staff members and 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. Plan and 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 center agents, and maximize customer information and satisfaction.
- Pro-actively identify and report on patterns and risks, and implement processes to mitigate them.
- Ensure that all the Customer Care processes are in compliance with the different FIFA functional areas requirements, including but not limited to Legal, Sustainability, Data Protection, Finance, etc.
- Analyze and report regularly on KPIs and the effectiveness of customer care and call centre services, using CRM and other systems.
- Manage and train a small team in charge of performing quality assurance checks.
- Ensure an efficient administration and archive of all versions of customer care and call centre knowledge base, in all languages.
YOUR PROFILE Education & Qualifications
- Bachelor or master's degree or equivalent in relevant area.
- Minimum three years of experience in managerial roles, including leading in-house staff and external service providers, with international and different cultural backgrounds under the same goal.
- Minimum two years of experience in managerial roles inside Customer Care teams including recruitment, training, and the delivery of the project.
- Experience in international sports events is nice-to-have.
- Minimum five years of experience in planning, managing, and conducting ticketing customer care strategies and processes for large-scale projects.
- Experience in international sports events is nice-to-have.
- Venue and onsite operations experience for ticketing and/or Sport Events.
- Team-leading skills, able to be a leader in a multicultural team.
- Communication and problem-solving skills.
- Fluent in English, spoken and written.
- A native level of at least one of the following: French, Spanish or German is nice to have.
-
Manager, Accommodation, FIFA World Cup 2026
2 weeks ago
Miami, Florida, United States teamworkonline Full timeReporting organizationally to the Head of Accommodation, the Accommodation Manager will be a key member of the FIFA26 Operational Services team, and work in close collaboration with the FIFA Zurich Project team and other key individuals responsible for delivering Accommodation efforts for the FIFA World Cup 2026 that for the first time ever, is hosting 48...
-
Manager, Accessibility, FIFA World Cup 2026
2 weeks ago
Miami, Florida, United States teamworkonline Full timeReporting organisationally to the Head of Human Rights, the Accessibility Manager will be a key member of the FIFA26 Sustainability & Human Rights team, This role will be responsible for supporting the successful implementation of the FIFA World Cup 2026 Sustainability & Human Rights Strategy with a particular focus on accessibility and inclusivity. THE...
-
Manager, Travel, FIFA World Cup 2026
2 weeks ago
Miami, Florida, United States teamworkonline Full timeReporting organisationally to the Executive Director, Operational Services, the Manager, Travel will be a key member of the FIFA26 Travel team, and work in close collaboration with FIFA Zurich key collaborators and other key individuals responsible for managing all aspects of travel logistics, arrangements, and coordination for teams, officials, and guests...
-
Director, Venue Operations, FIFA World Cup 2026
2 weeks ago
Miami, Florida, United States teamworkonline Full timeSitting within the Operations Department, Venue Management along with Dressing and Signage, Fan Operations, Team Services and Competition Management aims to deliver the most engaging, innovative, and accessible World Cup experience for all players, fans, partners, and the community. Reporting organizationally to the Executive Director Operations and...
-
Manager, Accommodation, FIFA World Cup 2026
2 weeks ago
Miami, Florida, United States teamworkonline Full timeReporting organisationally to the Head of Accommodation, the Accommodation Manager will be a key member of the FIFA26 Operational Services team, and work in close collaboration with the FIFA Zurich Project team and other key individuals responsible for delivering Accommodation efforts for the FIFA World Cup 2026 that for the first time ever, is hosting 48...
-
Miami, Florida, United States teamworkonline Full timeReporting organizationally to the Ticketing Customer Relationship Senior Manager, the Ticketing Digital Communications Manager will help serve Ticketing and Hospitality efforts for the FIFA World Cup 2026TM that for the first time ever, is hosting 48 teams and 1,200+ players across 3 countries and 16 venues. This role will manage the planning and the...
-
Miami, Florida, United States teamworkonline Full timeSitting within the Operations Department, Venue Management along with Dressing and Signage, Fan Operations, Team Services and Competition Management aims to deliver the most engaging, innovative, and accessible World Cup experience for all players, fans, partners, and the community. Reporting organizationally to the Executive Director Operations and...
-
Miami, Florida, United States teamworkonline Full timeAt FIFA26, our vision is to unite the world through the greatest sporting event of all time. The FIFA World Cup 26TM will mark the first time that the tournament will feature 48 teams and be hosted by three countries: Canada, Mexico and the USA. This new format will redefine excellence, generating unique opportunities for greater participation and engagement...
-
Counsel, Generalist, FIFA World Cup 2026
2 weeks ago
Miami, Florida, United States teamworkonline Full timeReporting organizationally to the Director, Legal-US, the Counsel, Generalist for FIFA26 will serve as a generalist and be a key member of the FIFA26 Legal team and other key individuals responsible for providing legal advice and guidance on a wide range of legal matters related to the event, including contracts, compliance, intellectual property, and...
-
Manager, Travel, FIFA World Cup 2026
2 weeks ago
Miami, Florida, United States teamworkonline Full timeReporting organisationally to the Executive Director, Operational Services, the Manager, Travel will be a key member of the FIFA26 Travel team, and work in close collaboration with FIFA Zurich key collaborators and other key individuals responsible for managing all aspects of travel logistics, arrangements, and coordination for teams, officials, and guests...
-
Counsel, Generalist, FIFA World Cup 2026
2 weeks ago
Miami, Florida, United States teamworkonline Full timeReporting organisationally to the Director, Legal-US, the Counsel, Generalist for FIFA26 will serve as a generalist and be a key member of the FIFA26 Legal team and other key individuals responsible for providing legal advice and guidance on a wide range of legal matters related to the event, including contracts, compliance, intellectual property, and...
-
Miami, Florida, United States teamworkonline Full timeThe Ticketing Member Associations Customer Care Manager will be a key member of the FIFA26 Ticketing and Hospitality team, and work in close collaboration with Group Sales, FIFA Member Associations, and other key individuals responsible for delivering planning and management of the customer care strategies and processes for Group Sales Customers to...
-
Manager, Environmental, FIFA World Cup 2026
2 weeks ago
Miami, Florida, United States teamworkonline Full timeReporting organizationally to the FIFA26 USA Head of Environment, the Environmental Manager will work in close collaboration with the other members of the FIFA26 Sustainability & Human Rights team, the FIFA Sustainability & Environment Department and other key individuals to promote and ensure environmental protection throughout FIFA World Cup 2026...
-
Miami, Florida, United States teamworkonline Full timeReporting organizationally to the Head of Ticketing Operations, the Ticketing Inventory Specialist will be a key member of the FIFA26 Ticketing and Hospitality team, and work in close collaboration with the Senior Ticketing Inventory Manager in Zurich as well as other key individuals responsible for setting up and maintaining ticket quotas in the Ticketing...
-
Miami, Florida, United States teamworkonline Full timeSitting within the Ticketing & Hospitality Department, Hospitality (along with Ticketing) aims to deliver the most engaging, innovative, and accessible World Cup experience for all athletes, fans, partners, and the community. Reporting organizationally to the Head of FWC26 Hospitality Operations, the Senior Manager Hospitality Infrastructure will help serve...
-
Miami, Florida, United States teamworkonline Full timeReporting organisationally to the Director of Broadcast Production, Operations & Services, the Broadcast Operations & Services Senior Manager will be responsible for overseeing the preparation and delivery of broadcast facilities and services at stadia for the FIFA World Cup 2026 / FIFA Club World Cup 2025. Further, this role will oversee broadcast...
-
Manager, Environmental, FIFA World Cup 2026
2 weeks ago
Miami, Florida, United States teamworkonline Full timeReporting organizationally to the FIFA26 USA Head of Environment, the Environmental Manager will work in close collaboration with the other members of the FIFA26 Sustainability & Human Rights team, the FIFA Sustainability & Environment Department and other key individuals to promote and ensure environmental protection throughout FIFA World Cup 2026...
-
Miami, Florida, United States teamworkonline Full timeSitting within the Ticketing & Hospitality Department, Hospitality (along with Ticketing) aims to deliver the most engaging, innovative, and accessible World Cup experience for all athletes, fans, partners, and the community. Reporting organizationally to the Head of FWC26 Hospitality Operations, the Senior Manager Hospitality Infrastructure will help serve...
-
Manager, CATV/IPTV, FIFA World Cup 2026
1 week ago
Miami, Florida, United States teamworkonline Full timeReporting organisationally to the Senior Telecom Manager, the CATV/IPTV Manager will be a key member of the FIFA26 Technology team, and work in close collaboration with the Technology teams based in Canada, Mexico and Zurich and other key individuals responsible for delivering the CATV and IPTV solutions required for the FIFA World Cup 2026 operations. THE...
-
Manager, Strategy, FIFA World Cup 2026
4 days ago
Miami, Florida, United States teamworkonline Full timeReporting organisationally to the Head of Strategy and Governance, the Strategy Manager will be a key member of the FIFA26 Planning and Integration team team, and work in close collaboration with the FIFA Zurich Project Office and other key individuals responsible for delivering the development and execution of an efficient and effective framework necessary...
