Customer Service Coordinator
Job Summary:
JOB DESCRIPTION – CUSTOMER SERVICE COORDINATOR
Location: Helsinki, Finland.
Division: Ticketmaster Finland
Line Manager: Fan Support Manager – Ticketmaster Finland
Contract Terms: Full time 37.5h/week, Fixed term (1 year maternity leave cover)
THE TEAM
The Fan Support Team guides our fans through the entire event journey – before, during, and after the show. We assist with everything from ticket‑purchasing questions to what fans need in order to access and enjoy the event. Our team handles a wide range of inquiries across all event types, including music, comedy, theatre, sports, and attractions.
At Ticketmaster, we love music, culture, and sports – and so do our customers. Fan Support serves as a dedicated link between our fans and our services, working continuously to ensure a smooth, supportive, and positive customer experience.
THE JOB
The role of Customer Service Coordinator will provide an efficient front-line service to fans by resolving problems and queries and utilizing appropriate communication methods to ensure new and existing fan loyalty and brand confidence.
In addition to handling direct inquiries, the role includes key back‑office tasks such as case management, processing payment issues, escalating technical issues internally, and ensuring accurate follow‑up across systems.
As part of a global company, you will collaborate with colleagues across markets to secure consistent quality in the fan experience. The role reports to the local Fan Support Manager.
Ticketmaster is part of Live Nation Entertainment which is the world’s leading live entertainment company comprised of global market leaders: Ticketmaster, Live Nation Concerts, LN Media and Artist Nation Management.
WHAT YOU WILL BE DOING
Handling fan inquiries through written channels such as email (Zendesk), phone and social media, ensuring clear, professional, and well‑structured communication in line with company standards and agreed service levels.
Identify opportunities for service improvement and proactively act on agreed enhancements to optimise the fan experience.
Handle payment issues, disputes, troubleshooting, and perform a variety of back‑office administrative tasks.
Advise and support other members of the fan support team and external departments in relation to event and venue information and fan queries.
Contribute to projects and support the development of products, processes, and documentation, including guides and translations.
Liaise with other departments across the business to ensure adequate knowledge of the business to enhance the service provided to the fan.
Adhere to all company and departmental processes, policies and procedures.
Work at events as needed.
Undertake other duties as required by management.
WHAT YOU NEED TO KNOW
Experience with written customer support, such as email, chat, or messaging platforms.
Solid written and verbal communication skills in both Finnish and English. Additional language skills are a plus.
Experience using Microsoft tools, including but not limited to Outlook, Word, and Excel.
Good technical understanding and a willingness to learn new systems and routines.
Awareness of the needs of both internal and external customers.
Ability to work in a structured way and manage your workload efficiently.
YOU (BEHAVIOURAL REQUIREMENTS)
Maintains working relationships to promote positive and friendly culture.
Demonstrates an understanding of the fan concept.
Structured and detail-oriented, with a clear focus on quality.
Displays a good knowledge of grammar and punctuation.
Enthusiastic, confident and able to communicate clearly and professional.
Ability to work under pressure to meet targets and deadlines.
Proactive in identifying issues and helping to develop practical, effective solutions.
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.
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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.