About this opportunity
Opportunity Overview
FIFA is hiring a Ticketing Member Associations Customer Care specialist to join its Ticketing, Hospitality & Stadium Revenue department on a fixed-term, full-time contract based in Brazil. This role sits at the heart of the 2026 FIFA World Cup ticketing operation, managing relationships with all 211 Member Associations and ensuring their ticket quotas, requests, and communications run smoothly. The position requires relocation to Rio de Janeiro and the right to work in Brazil. The person in this role will plan and implement customer care strategies across email, phone, and bespoke ticketing systems, while training and managing a small team. They will handle back-office and onsite ticketing processes, run quality assurance checks, and make sure every process complies with FIFA's legal, sustainability, data protection, and finance requirements. The role also involves presenting ticketing information to Member Associations both in person and online, analyzing KPIs, and reporting on risks and patterns to keep the operation ahead of problems. FIFA is the international governing body of association football, overseeing the world's most popular sport across 211 member nations. The organization runs the FIFA World Cup, the Women's World Cup, and numerous youth and regional tournaments, generating billions in revenue through broadcasting rights, sponsorships, and ticketing. Working at FIFA means operating at the highest level of global sports administration, where precision, diplomacy, and deadline discipline are non-negotiable.
Responsibilities
- Plan and implement effective customer care strategies and processes across all established communication channels, including email, phone, and bespoke ticketing systems
- Train and manage a small team in line with the sales strategy and FIFA ticketing requirements, policies, and regulations, including regular quality assurance checks
- Perform customer care ticketing processes, both back office and onsite, whenever required
- Build, manage, and maintain successful relationships with all FIFA Member Associations while resolving all issues and enquiries
- Manage and monitor the ticket quota and requests allocated to FIFA Member Associations
- Issue all necessary ticketing communications and translate them into required languages where applicable
- Present ticketing information to Member Associations and other stakeholders both in person and online
- Plan effective communication and escalation processes and ensure implementation within the team
- Plan and implement quality control procedures to detect and correct any deviation from requirements as soon as possible
- Actively research and implement solutions to increase the productivity of the group sales customer care team and maximize customer information and satisfaction
- Analyze and report regularly on KPIs and the effectiveness of customer care being delivered
- Proactively identify and report on patterns and risks, and implement processes to mitigate them
- Ensure all customer care processes comply with different FIFA functional area requirements, including Legal, Sustainability, Data Protection, and Finance
- Liaise with internal and external stakeholders to ensure relevant customer care information is available and share applicable knowledge
- Ensure efficient administration and archive of all versions of customer care and knowledge base materials in all languages
- Report on the implementation of sales strategy and ticketing requirements
- Ensure adherence to specific operational deadlines and project plans, and compliance with ticketing policies, regulations, and GDPR
Requirements & Qualifications
- Experience planning and delivering a similar project for a major international sport event
- Experience planning and delivering customer care for corporate customers or business stakeholders
- Experience leading and managing small teams
- Experience delivering user acceptance tests
- Ticketing experience, including venue and onsite operations for a major sports event
- Strong customer service background
- Excellent communication and relationship management skills
- Good numeracy skills
- Courtesy and cooperation
- Accountability and transparency
- Analysis and innovation
- Flexibility and adaptability
- Perseverance and dedication
- Proactivity and organization
- Time management and prioritization
- Proficiency in MS Office (Excel, Word, PowerPoint, Monday) and planning software and online collaboration tools
- Experience with CRM software for case management, including automatic and manual management of cases
- Ability to relocate to Rio de Janeiro
- Right to work in Brazil
How to Apply
- Review the responsibilities and qualifications to confirm your experience matches the role.
- Prepare your CV and any supporting documents that demonstrate your ticketing and customer care experience.
- Click the Apply button below to submit your application.
Official Application Strategy & Insights
Selection Committee Priorities
- •Academic/Professional Alignment: Ensure your statement explicitly ties your past work in Brazil to FIFA — Ticketing, Hospitality & Stadium Revenue's strategic goals.
- •Leadership Evidence: Selection panels heavily weigh demonstrated initiative, community impact, or research output.
- •Financial & Language Prerequisites: Confirm if Medium of Instruction (MOI) certificates can substitute for formal standardized language test fees.
Required Document Verification
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