Job Summary:
THE TEAM
The Fan Support team at Ticketmaster care passionately about our fan’s interactions across our Marketplace, none more so than the interactions with our fan support teams. And as the world’s leading ticketing company, we are committed to setting the standard for a great fan experience by delivering exceptional service, eliminating customer pain points and driving best in class interactions with our brands.
THE JOB
The Content Writer is responsible for content alignment and content creation across our Global Fan Support teams, with primary responsibility for the Australia and New Zealand markets. This is not a Marketing role and will not involve Marketing in any way. This role will focus on how we communicate with fans across all Fan Support touch points- proactively/reactively updating external fan facing FAQ’s, as well as agent scripting for chat, email, FAQ’s and other fan touchpoints.
To accomplish this, you will use your prior experience in creating content/verbiage to ensure a consistent Tone of Voice while delivering our message to fans across markets.
You will need to have an eye for detail, a passion for delivering and enforcing Ticketmaster’s Tone of Voice across the business and be capable of working with multiple stakeholders across different markets.
WHAT YOU WILL BE DOING
- Create, edit, translate, and proofread fan communications (external FAQs and internal Agent resources) as well as email/chat/SMS/other fan-facing communications as necessary.
- Be the Subject Matter Expert for Ticketmaster Tone of Voice for Fan Support- providing support and guidance where necessary.
- Regularly check fan-facing Help Centers and content to ensure compliance with Tone of Voice and Fan Support content best practices.
- Lead on content and Tone of Voice across the chatbots and scripting for chat, emails, SMS, etc. ensuring consistency and effectiveness.
- Identify new opportunities for content creation such as an emerging social media platform (e.g. video, infographics, and/or decision trees).
- Work with external teams/colleagues on their respective content, such as Client Development, Product, Communications, etc. to ensure an aligned approach to any challenges.
- Work with team to optimize Fan facing Help Centers to ensure they are fit for purpose, easy to navigate, intuitive, and optimized for SEO.
- Analyze and report on Help Center FAQ health. In turn, identify and adjust verbiage to improve fan satisfaction.
WHAT YOU NEED TO KNOW (or TECHNICAL SKILLS)
- Proven experience as a content creator (i.e. copywriter)
- Multi-lingual a plus
- Strong communication and organization skills, detail-oriented, and self-motivated.
- Proficient in Microsoft Word, Excel, PowerPoint and Outlook.
- Ability to work in a fast-paced environment with frequent deadlines.
- Ability to maintain good working relationships with co-workers, clients, customers, and management.
- Effective presentation and facilitation skills
- Collaborative work style with ability to solicit input, influence, and support decisions
- Positive attitude, willing to learn
- Exceptional attention to detail
- Demonstrable proofreading and editing ability
YOU (BEHAVIOURAL SKILLS)
- Motivated Learner – An individual motivated by new challenges and opportunities. One who is always willing to take on more responsibility and not shy away from areas where learning is required. A leader who can take on areas of great opportunity and drive the change required for improved results.
- Collaborate with others; share information openly; listen and take time to empathize and understand where others are coming from; show recognition and appreciation for the contributions of others.
- Demonstrated ability in leading on Content.
- Motivation to improve and guide operational and technical change that will improve fan experience and satisfaction.
- Results driven, energetic, creative, and hardworking, with a commitment to the highest quality of care and service
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 EMPLOYMENT OPPORTUNITY
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.
Ticketmaster strongly supports equal employment opportunity for all applicants regardless of age (40 and over), ancestry, color, religious creed (including religious dress and grooming practices), family and medical care leave or the denial of family and medical care leave, mental or physical disability (including HIV and AIDS), marital status, domestic partner status, medical condition (including cancer and genetic characteristics), genetic information, military and veteran status, political affiliation, national origin (including language use restrictions), citizenship, race, sex (including pregnancy, childbirth, breastfeeding and medical conditions related to pregnancy, childbirth or breastfeeding), gender, gender identity, and gender expression, sexual orientation, or any other basis protected by applicable federal, state or local law, rule, ordinance or regulation.
We will consider qualified applicants with criminal histories in a manner consistent with the requirements of the Los Angeles Fair Chance Ordinance, San Francisco Fair Chance Ordinance and the California Fair Chance Act and consistent with other similar and / or applicable laws in other areas.
We also afford equal employment opportunities to qualified individuals with a disability. For this reason, Ticketmaster will make reasonable accommodations for the known physical or mental limitations of an otherwise qualified individual with a disability who is an applicant consistent with its legal obligations to do so, including reasonable accommodations related to pregnancy in accordance with applicable local, state and / or federal law. As part of its commitment to make reasonable accommodations, Ticketmaster also wishes to participate in a timely, good faith, interactive process with a disabled applicant to determine effective reasonable accommodations, if any, which can be made in response to a request for accommodations. Applicants are invited to identify reasonable accommodations that can be made to assist them to perform the essential functions of the position they seek. Any applicant who requires an accommodation in order to perform the essential functions of the job should contact a Human Resources Representative to request the opportunity to participate in a timely interactive process. Ticketmaster will also provide reasonable religious accommodations on a case-by-case basis.
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.
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