FAN4LIFE is delivering full ticketing services powered by the ticketing solution SECUTIX,
We are looking for a qualified professional to join our FAN4LIFE team, whose mission is to setup, implement and manage FAN Care (FAN Experience and FAN Support) for high-visibility world-class events.
You will work with very high-brand clients in sports and live entertainment and experience the ultimate thrill of seeing millions of FANs benefit from the results of your work,
You will join a dynamic and fast-paced environment and work with cross-divisional internal teams across multiple geographies (CH, UK, FR…)
The position is based in Lisbon (PT)

QUALIFICATIONS

• Bachelor’s degree in business administration, marketing, communications, or a related field.
• Minimum of 5 years of experience in customer support or customer service management in B2C, preferably in the ticketing, events, or hospitality industry.
• Proven leadership and team management skills, with the ability to motivate and inspire team members to achieve results.
• Strong communication, interpersonal, and customer service skills.
• Ability to thrive in a fast-paced environment and manage multiple priorities effectively.
• Proficiency in customer relationship management (CRM) software, in particular Salesforce, and other relevant tools.
• Proficiency in English (spoken & written) and French is a plus
• Knowledge of Zendesk and/or Sales Force is a plus

• Develop a full FAN Care strategy, including FAN Experience and FAN support, serving the spectators/FANs attending the events.
• Develop strategies to ensure FAN experience and satisfaction at each phase of the ticketing process, working closely with other departments to address FAN needs,
• Contribute to selecting and implementing a FAN contact centre provider.
• Set up, implement, and operate FAN service procedures for all target groups. Act as a FAN care champion.
• Serve as the primary point of contact for complex or escalated FAN inquiries, complaints, and issues.
• Monitor FAN support channels (phone, email, chat) to ensure timely and accurate responses to FAN inquiries.
• Take ownership of FAN issues, proactively following up to ensure resolution and FAN satisfaction.
• Analyse FAN support data and feedback to identify trends, pain points, and opportunities for improvement.
• Collaborate with other departments to ensure alignment on FAN service goals, initiatives, and priorities.