Client Support Specialist

Job Summary:

Location: Barcelona, Spain (hybrid)

Division: Ticketmaster Spain

Line Manager: Client Support Lead

Contract Terms: Permanent, Full-Time

THE TEAM

Global Client Support & Operations Organisation has the mission to build a global support & operations centre of excellence where all processes, tools & best practices are applied to all regions across the globe in order to achieve the highest levels of employee, fan & client satisfaction. Our clients demand and value high service levels and we believe our people are the foundation to deliver great service. We are fortunate to have the most experienced and skilled operations experts on the field around the globe, regionally and locally, that have a deep understanding of our clients’ needs.

We continuously invest in people development and promote wide collaboration and team spirit to leverage our knowledge and experience to excel in client satisfaction. Mastering our knowledge on our ticketing products is also key in improving our service proposition and solving for our clients’ and local Markets’ needs and challenges day-to-day.

THE JOB

As a Client Support Specialist, within the Client Support Team for the Spanish market, you will be responsible for delivering high-quality services that meet the day-to-day operational needs of clients, including event organisers and promoters, rely on your expertise to effectively use Ticketmaster’s ticketing systems and products throughout the entire lifecycle of their events. You will act as a key liaison between multiple internal departments, ensuring that clients experience a seamless and consistent service throughout the duration of their contract.

As the primary support contact for your assigned clients, you will work closely with them to continuously improve service levels, optimise sales performance, and enhance overall client satisfaction. You will be accountable for maintaining agreed service levels and delivering operational support, including training, sharing best practices, and managing system installations and upgrades.

Your role will also involve leveraging your knowledge of Ticketmaster products and processes to provide consultancy services, helping clients define solutions that meet their operational needs. You will coordinate these efforts with other functional experts across Ticketmaster, including Product Operations, Event Delivery, Sales, Fan Support, Finance, and Marketing.

WHAT YOU WILL BE DOING

Client Service

• Provide front-line support to a portfolio of clients, ranging from moderate to high impact.
• Collaborate closely with the Sales team to understand operational needs of both existing and prospective clients.
• Lead the onboarding process for new clients and ensure ongoing operational maintenance.
• Manage the full operational lifecycle of client events, ensuring smooth execution.
• Build and maintain strong client relationships through personalised and proactive support.
• Ensure service delivery meets or exceeds agreed service level agreements (SLAs).
• Guide and educate clients within established procedures to resolve technical or service-related queries.
• Promote and facilitate the adoption of Ticketmaster products and features.
• Provide consultancy to understand client business goals and define tailored technical/service solutions, coordinating with internal experts when needed.
• Develop deep knowledge of Ticketmaster’s operational products and services across the event lifecycle.
• Foster a culture of continuous improvement with clients to enhance operational efficiency.
• Align commercial and service agreements in collaboration with the Sales team.
• Coordinate onsite requirements and event coverage with clients and Field Operations.
• Maintain accurate and timely client support records in Salesforce.
• Provide onsite event support and after-hours assistance when required.

Ticketmaster System Support

• Offer guidance and best practices for Ticketmaster platforms and product suite.
• Communicate updates, new features, and functionalities to clients.
• Deliver initial and ongoing training on platform features and tools.
• Support the ticketing platform used by clients.
• Provide expertise on TM1 portal and related tools, including reporting, box office operations, and product usage.
• Manage event programming processes across different service modes (Full-Service, Assisted Service, Self-Service), ensuring quality and consistency.
• Identify and resolve programming errors related to event setup.
• Possess basic knowledge of Access Control products and their operational use.

Problem Resolution

• Log and report all support cases handled or escalated using Salesforce.
• Troubleshoot software and hardware issues using appropriate diagnostic tools and techniques.
• Collaborate with Regional and International Fan Support and Product Operations teams to resolve issues efficiently.
• Coordinate networking and technical issues between clients and Field IT/Event Delivery.

WHAT YOU NEED TO KNOW (or TECHNICAL REQUIREMENTS)

• Minimum 3 years of experience in Event Support or Box Office operations - this is a mandatory requirement.
• Previous experience with Ticketmaster systems and/or products is highly valued.
• Strong organisational, communication, and customer service skills, with a clear service-oriented mindset.
• Solid understanding of the entertainment, attractions, or music industry, including its operational dynamics.
• Proficiency in Microsoft Excel and PowerPoint, with the ability to create reports, presentations, and operational documentation.
• Creative thinking and problem-solving abilities, with flexibility to adapt to changing client needs.
• University degree - nice to have
• Fluency in English is mandatory for this role.

YOU (BEHAVIOURAL REQUIREMENTS)

The following attributes determine how the role will be carried out and are required to be a success:

• Ability to build professional bonds with clients
• Proactive approach to anticipate clients needs and potential issues
• Excellent communication skills and ability to lead client meetings that could involve other specialists
• Ability to identify new Operations client opportunities to enhance the commercial agreement (commercials owned by Sales team)
• Team player offering proactive support to Client Support colleagues.
• Eye to identify areas of improvement to thrive for service excellence.
• Asks appropriate questions to ensure understanding.
• Responds with flexibility and resilience when faced with multiple demands, shifting priorities, ambiguity, or rapid change.
• Able to successfully handle multiple priorities and organises time effectively.
• Relationship Management & Collaboration- building and fostering strong trust-based relationships with clients and internal partners across the organisation. A skilful and collaborative team player with the ability to network effectively up, down and across the business. Intuitive and empathetic.

LIFE AT TICKETMASTER

We are proud to be a part of Live Nation Entertainment, the world’s largest live entertainment company. Our vision at Ticketmaster is to connect people around the world to the live events they love. As the world’s

largest ticket marketplace and the leading global provider of enterprise tools and services for the live entertainment business, we are uniquely positioned to successfully deliver on that vision.

We do it all with an intense passion for Live and an inspiring and diverse culture driven by accessible leaders, attentive managers, and enthusiastic teams. If you’re passionate about live entertainment like we are, and you want to work at a company dedicated to helping millions of fans experience it, we want to hear from you.

Our work is guided by our values:

Reliability - We understand that fans and clients rely on us to power their live event experiences, and we rely on each other to make it happen.

Teamwork - We believe individual achievement pales in comparison to the level of success that can be achieved by a team

Integrity - We are committed to the highest moral and ethical standards on behalf of the countless partners and stakeholders we represent

Belonging - We are committed to building a culture in which all people can be their authentic selves, have an equal voice and opportunities to thrive

EQUAL OPPORTUNITIES

We are passionate and committed to our people and go beyond the rhetoric of diversity and inclusion. You will be working in an inclusive environment and be encouraged to bring your whole self to work. We will do all that we can to help you successfully balance your work and home life. As a growing business we will encourage you to develop your professional and personal aspirations, enjoy new experiences, and learn from the talented people you will be working with. It’s talent that matters to us and we encourage applications from people irrespective of their gender, race, sexual orientation, religion, age, disability status or caring responsibilities.

CULTURE

We’re fans who help fans everywhere get into the live events they love. A proud division of Live Nation Entertainment, Ticketmaster has changed the way the world connects with their favourite artists, teams, and shows, and we continue to shape innovation every day. We’re not just selling tickets (though we do that better than anyone else), we’re enriching lives one amazing experience at a time. And we think that’s amazing. If you’re passionate about the magic of live entertainment like we are, and you want to work at a company dedicated to helping millions of fans experience it, we want to hear from you.

We have a ‘Fan First’ mindset, placing customers at the heart of everything we do. Whether working behind the scenes or engaging directly with the ‘Fan’ you will be part of a culture that supports and enriches the fan experience. Your work, our passion… delivering world class experiences - Fan First.

#TM

#LI-CG1

Live Nation Entertainment will never request payment or equipment purchases as part of the hiring process. Recruiters will only contact candidates from official Live Nation or affiliated brand email domains.