Ticketing General Public Customer Care Analyst

The Ticketing General Public Customer Care Analyst will support Ticketing and Hospitality efforts for the FIFA Women's World Cup 2027™, reporting to the Ticketing CRM Senior Manager and the Ticketing General Public Customer Care Coordinator. The role is responsible for the implementation, monitoring and continuous improvement of customer care strategies and processes for General Public Customers, ensuring compliance with the applicable sales strategy and FIFA ticketing regulations. The analyst focuses on analysis and performance optimisation of ticketing customer care, with an emphasis on both national and international clients.

• Support the design and monitor the performance of customer care strategies and processes across all communication channels established (contact forms, call centres, chatbot, emails, etc.), flagging adjustments needed for consistency and effectiveness.
• Support the Customer Care Manager in overseeing outsourced customer care and call centre service providers, monitoring service setups and delivery against agreed requirements and service levels.
• Support the design of training content and monitor training completion and effectiveness for customer care staff and call centre teams, in line with the sales strategy and FIFA ticketing requirements and regulations.
• Review and validate customer care ticketing processes (back office and onsite) on a sample basis to ensure adherence to standards.
• Monitor adherence to escalation processes across teams and report on deviations for correction.
• Design and implement quality control procedures to detect deviations from requirements early and flag them for timely correction.
• Support the design, implementation and ongoing optimization of automated and manual case management processes within the CRM systems in use.
• Analyse customer care and call centre performance data to identify opportunities to increase agent productivity and customer satisfaction, and support the implementation of resulting solutions.
• Proactively identify and report on patterns and risks, and support the design of processes to mitigate them.
• Monitor and report on Customer Care process compliance with FIFA functional area requirements (Legal, Sustainability, Data Protection, Finance, etc.), flagging gaps for resolution.
• Analyse and report regularly on KPIs and the effectiveness of customer care and call centre services, using CRM and other systems.
• Coordinate the quality assurance checks performed across the customer care operation and consolidate findings into regular reporting.
• Maintain version control and archiving of the customer care and call centre knowledge base, across all languages, ensuring accuracy and accessibility.

• 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.
• Accountability: commitment to responsibilities, objective self-analysis, and learning from mistakes.
• Decision Making: ability to identify and swiftly make decisions in critical situations, take initiative, calculate risks, explore alternative solutions, and respond promptly to unforeseen circumstances.

• 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.

FIFA has established a Local FIFA Subsidiary in Brazil to work together with FIFA Zurich to deliver the FIFA Women's World Cup 2027™, the biggest women's sporting event in the world, hosted in South America for the first time.