Specialist, Ticketing Communication Channels, FIFA World Cup 2026

Reporting organisationally to the Ticketing Sales Channels UAT Manager, the Ticketing Communication Channels Specialist will help serve Ticketing and Hospitality efforts for the FIFA World Cup 2026™ that for the first time ever, is hosting 48 teams and 1,200+ players across 3 countries and 16 venues. This role will be responsible for updating and managing text content, such as (but not limited to) FAQs, standard responses and chatbot scripts, within our back-office tools. Ticketing Communication Channels Specialist must ensure compliance with the applicable sales strategy and the FIFA ticketing requirements. The Ticketing Communication Channels Specialist focuses particularly on ensuring content accuracy, effectiveness, and alignment with sales communication strategies for the FIFA World Cup 2026™.

THE POSITION

The main responsibilities of the Ticketing Communication Channels Specialist for the FIFA World Cup 2026™ include:

• Maintain and update text-based content, including FAQs, chatbot scripts, and other sales communication materials, within back-office systems.

• Ensure all content is accurate, up-to-date, and aligned with company messaging and brand guidelines.

• Regularly review and update content based on CRM sub-teams feedback and business needs.

• Collaborate with cross-functional teams, including sales strategy and requirements, sales collaterals and communications, and customer care teams, to gather requirements concerning the content to be updated and respective timeline.

• Work closely with subject matter experts to ensure content accuracy and relevance.

• Coordinate content review and approval processes to ensure timely updates and deployments.

• Manage the configuration, testing, and optimization of FAQs, chatbot and other communication channels within back-office tools.

• Ensure that the communication channels accurately respond to user queries and provide relevant information or assistance.

• Monitor the communication channels performance metrics and implement optimizations to improve user experience and engagement.

• Provide training and support to internal teams on using back-office tools and accessing sales communication content.

• Offer guidance on best practices for leveraging FAQs, chatbot and other communication channels to enhance sales effectiveness.

• Conduct regular quality assurance checks on content and functionalities to identify and resolve any issues or errors.

• Troubleshoot technical issues related to the communication channels and collaborate with IT teams to implement solutions.

• Any other duties that may be assigned.

YOUR PROFILE

Education & Qualifications
• Bachelor or master’s degree or equivalent in relevant area.

Work Experience
• 1-3 years’ experience in managing and updating content for various platforms
• Familiar with digital marketing tools and analytics platforms
• Familiar with HTML, CSS, and basic web development
• Experience in planning and delivery of a similar project
• Experience in Customer Service
• Excellent communication and relationship management
• Team player with excellent interpersonal skills
• Ability to work with cross-functional teams
• Courtesy and Cooperation
• Accountability and Transparency
• Analysis and Innovation
• Flexibility and Adaptability
• Perseverance and Dedication
• Proactivity and Organization
• Time Management and Prioritization

Languages
• Fluent in English, spoken and written.
• Ideally, native speaker in Spanish/French/German

Technology
• Proficient in MS Office (Excel, Word, PowerPoint, Visio & Project) and online collaboration tools
• CRM software for case management, including automatic and manual management of the cases
• Chatbot
• FAQs portals
• JIRA
• Confluence
• Ticketing systems

About FWC2026

The FIFA World Cup 26™ will mark the first time that the tournament features 48 teams and will be hosted by three countries: Canada, Mexico, and the United States.

This new format redefines excellence, generating unique opportunities for greater participation and engagement from fans and players in North America and all over the world. Now is your time to be a game changer and join the workforce that is planning and delivering this unique and unforgettable experience.