Client Support Specialist

Job description

Job Summary: JOB DESCRIPTION – CLIENT SUPPORT SPECIALIST Location: Stockholm Division: Ticketing Client Support Line Manager: Client and Event Support Manager Contract Terms: Full Time THE TEAM Global Support & Operations Organization has the mission to build a global support & operations center 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. EMEA Support & Operations team, a vertical of this organization, is accountable for supporting Clients in markets located under the EMEA Region (Europe, Middle East and Africa) and providing the ticketing service to the full life-cycle of their events (from onsale to entry). 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 then apply our own ticketing technology to help our Clients innovate in their offering and ticketing strategies. THE JOB In this role as a Client Support Specialist, part of the Event & Client Support Team in the Swedish Market, you will be responsible for delivering services to support Clients’ day-to-day operational needs related to the use of ticketing systems and products in facilitating ticketing operations through the life-cycle of the Clients’ event portfolio. You will operate in between multiple departments and make sure the Client has a unified experience throughout the contract period. You will become the Clients’ primary support contact at Ticketmaster, and you will work closely with Clients to continuously improve service levels, sales performance and increase Client satisfaction. The Client Support Specialist will be responsible for maintaining agreed upon service levels. Responsibilities will also include training, sharing of best practices, and general operational support including installs and upgrades. You will leverage ticketing products and process knowledge and provide consultancy services to help define solutions that fulfil Clients’ operational needs. In doing so, you will lead and coordinate consultancy efforts with other functional experts within Ticketmaster (Product Operations, Event Support, Client Development, Customer Support, Finance, etc.). WHAT YOU WILL BE DOING Client Relationship Management Act as the primary point of contact for an assigned portfolio of clients, delivering proactive and high-quality support. Build, develop, and maintain strong, long-term relationships with clients by understanding their business, operational goals, and future needs. Lead client onboarding and ensure a smooth transition into our services. Conduct regular client meetings to review operations, discuss upcoming events, and identify opportunities for continuous improvement. Collaborate closely with Client Development and other internal teams to ensure excellent client experience and alignment between commercial and operational objectives. Operational Support Manage the operational delivery throughout the full event lifecycle, from planning to post-event follow-up. Coordinate operational activities and ensure all client requirements are delivered successfully. Monitor event performance and sales trends to support clients in achieving their objectives. Provide onsite event support and occasional out-of-hours support when required. Identify process improvements and recommend operational best practices. Product & Technical Support Serve as a trusted advisor by supporting clients in the effective use of our ticketing products and services. Deliver training and guidance on new features, product updates, and operational best practices. Troubleshoot operational and technical issues and coordinate with internal specialists to ensure timely resolution. Support clients with event setup, event management, reporting, and operational processes. Collaboration & Administration Maintain accurate client documentation and operational records. Prepare reports and analyse operational performance where needed. Work closely with cross-functional teams, including Sales, Client Development, Event Support, Product Operations, and Field Operations, to deliver a seamless client experience. Use Microsoft Office and internal business systems to support daily operations. WHAT YOU NEED TO KNOW (or TECHNICAL SKILLS) Experience in client support, account management, customer success, operations, or a similar client-facing role. Strong customer service mindset with excellent communication and presentation skills. Ability to understand operational processes and provide practical solutions. Excellent organizational skills with the ability to manage multiple priorities simultaneously. Strong analytical and problem-solving skills. Proficiency in Microsoft Office, particularly Excel, Word, and PowerPoint. Experience from the live entertainment, sports, ticketing, or event industry is an advantage. Bachelor's degree or equivalent experience is preferred. Fluent in both Swedish and English. YOU (BEHAVIOURAL SKILLS) We're looking for someone who enjoys building relationships and creating trust with clients and colleagues alike. You are: A natural relationship builder who enjoys meeting new people and creating long-term partnerships. Curious, proactive, and always looking for ways to improve client experience. A confident communicator who can engage stakeholders at different levels. Solution-oriented, adaptable, and comfortable working in a dynamic environment with changing priorities. Well-organized and able to balance multiple projects simultaneously. A collaborative team player who enjoys working across departments. Passionate about delivering outstanding service and continuously improving ways of working. Additional Information Regular travel is an expected part of the role, including onsite support at client venues and events. Flexibility to provide occasional evening and weekend support during live events may be required. 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 homelife. 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. HIRING PRACTICES The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. Ticketmaster recruitment policies are designed to place the most highly qualified persons available in a timely and efficient manner. Ticketmaster may pursue all avenues available, including promotion from within, employee referrals, outside advertising, employment agencies, internet recruiting, job fairs, college recruiting and search firms. Ticketmaster may use artificial intelligence (AI) tools to support application screening and assessment. All hiring decisions are made with human review. #TMSweden 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.