Supervisor, Ticketing General Public Customer Care, FIFA World Cup 2026

Reporting organisationally to the Ticketing General Public Customer Care Manager , the Ticketing General Public Customer Care Supervisor 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 the implementation and management of the customer care strategies and processes for General Public Customers, ensuring compliance with the applicable sales strategy and the FIFA ticketing requirements and regulations. The Customer Care Supervisor focuses particularly on the delivery of effective ticketing customer care for the FIFA World Cup 2026™ with a special focus on international clients.

THE POSITION

The main responsibilities of the Ticketing General Public Customer Care Supervisor for the FIFA World Cup 2026™ 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.

Work Experience

• 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.

Languages

• Fluent in English, spoken and written.
• A native level of at least one of the following: French, Spanish or German is nice to have.

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.