Ticketing General Public Customer Care Coordinator at FIFA (Rio de Janeiro, Brazil)
Opportunity Overview FIFA, the global governing body for football, oversees the sport's most prestigious tournaments, including the FIFA World Cup. With a mission to develop the game worldwide, FIFA operates across continents, collaborating with national associations, sponsors, and local partners to deliver events that attract billions of viewers. The upcoming World Cup in Brazil will rely on a sophisticated ticketing and customer care operation to serve millions of fans. The Ticketing General Public Customer Care Coordinator will be based in Rio de Janeiro and will play a central role in implementing and managing customer care strategies across all communication channels—contact forms, call centers, chatbots, and email. The position offers an opportunity to work within a multicultural team, apply FIFA’s ticketing regulations, and contribute to a world‑scale sporting event. Applicants can leverage Oppora’s CV Builder Studio to craft a targeted résumé and the AI Cover Letter Generator to highlight relevant ticketing and leadership experience. Living in Rio de Janeiro provides a vibrant cultural environment, a moderate cost of living compared with other major global cities, and a well‑connected public transport network. Successful candidates must have the right to work in Brazil and be prepared to relocate. Brazil’s work‑visa process is straightforward for individuals already holding the appropriate work authorization. Responsibilities - Implement and continuously improve customer care processes across contact forms, call centers, chatbot, and email platforms. - Support the Customer Care Manager in overseeing both in‑house staff and outsourced call‑center providers, ensuring service delivery meets FIFA ticketing standards. - Coordinate training programs for customer care agents and call‑center teams, aligning them with FIFA’s sales strategy and ticketing regulations. - Execute back‑office and on‑site ticketing procedures when required, adhering to escalation protocols. - Design and enforce quality‑control procedures to detect and correct deviations from operational requirements. - Manage CRM‑based case management, both automated and manual, and seek productivity enhancements for agents. - Identify emerging patterns and risks in customer interactions, propose mitigation strategies, and report on key performance indicators. - Ensure compliance with FIFA’s legal, sustainability, data‑protection, and financial policies across all customer care activities. - Lead a small quality‑assurance team, conducting regular audits of knowledge‑base documentation in multiple languages. - Maintain an organized archive of all versions of the customer care and call‑center knowledge base. Requirements & Qualifications - Minimum three years of experience leading large, multicultural teams that include both internal staff and external service providers. - At least two years of experience managing ticketing customer care for major international sports events, preferably FIFA World Cups. - Proven ability to plan, manage, and execute ticketing customer care strategies for world‑scale projects. - Direct experience with venue and on‑site ticketing operations for sport events. - Demonstrated expertise in quality assurance, escalation handling, and KPI reporting within a CRM environment. - Strong communication, problem‑solving, and team‑leading skills, with a track record of guiding multicultural teams. - Proficiency in Microsoft Office (Excel, Word, PowerPoint, Monday.com) and planning/online collaboration tools. - Hands‑on experience with CRM software for case management, covering both automatic and manual workflows. - Willingness and ability to relocate to Rio de Janeiro and work on‑site during the tournament period. - Legal right to work in Brazil. Benefits FIFA provides a competitive compensation package that reflects the seniority of the role and the complexity of the World Cup project. Employees receive health and dental coverage, a retirement plan, and access to FIFA’s global employee assistance programs. The organization also supports professional development through internal training and the opportunity to work on high‑visibility international events. How to Apply 1. Submit the required documents, including proof of right‑to‑work in Brazil and any relevant certifications. 2. Complete the online questionnaire and confirm your willingness to relocate to Rio de Janeiro. 3. Review the application for completeness and submit. Click the Apply button below to start your application.