[Hiring] Content Writer @Ticketmaster

Role Description

This role will be responsible for content alignment and content creation across LATAM as part of our Global Fan Experience teams. 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 Experience touch points, proactively/reactively updating content for both our internal Agent Knowledge base and external Fan Facing FAQs, as well as agent scripting for Chat, Email, FAQs, and other Fan touchpoints.

You should be able to write in Spanish, English, and Portuguese fluently. To accomplish this, you will use your prior experience in creating content/verbiage in order to ensure a consistent Tone of Voice while delivering our message to fans.

You will need to have a very keen eye for detail, a passion for delivering and enforcing a Tone of Voice across the business, and be capable of working with multiple stakeholders across different markets. This role is a critical part of the Fan Experience team as we move towards a global, digital-first, agile Contact Centre environment.

What You Will Be Doing

• Create, edit, translate, and proofread Fan communications (external FAQs and internal Agent Knowledgebases) as well as email/chat/SMS/other fan-facing communications as necessary.
• Be the Subject Matter Expert for Ticketmaster Tone of Voice across LATAM, providing support and guidance where necessary.
• Regularly check fan-facing help centers and content to ensure compliance with Tone of Voice and FX content best practices.
• Lead on content and tone of voice across the chatbots and scripting for chat, emails, SMS, etc. in all FX markets ensuring consistency and effectiveness.
• Work closely with local FX colleagues concerning their respective market content.
• Identify new opportunities for content creation such as an emerging social media platform (such as video, infographics, and/or decision trees).
• Work with external teams such as Client Development or Communications to ensure an aligned approach to any challenges.
• Work with the team to optimize Fan facing help centers to ensure they are fit for purpose, easy to navigate, intuitive, and optimized for SEO.

Qualifications

• Fluency in English, Spanish, and Portuguese (written and verbal), with the ability to create, translate, adapt, and proofread content for different audiences and markets.
• Proven experience in content creation, copywriting, editing, localization, or knowledge management, preferably within customer service, communications, digital content, or customer experience environments.
• Strong understanding of content governance, including maintaining consistency, accuracy, tone of voice, and brand standards across multiple channels.
• Experience creating and managing content for customer-facing platforms, such as FAQs, Help Centres, Knowledge Bases, chatbot content, email templates, and chat scripts.
• Knowledge of digital customer experience best practices, including content optimization, usability, accessibility, and SEO principles.
• Experience with content management systems (CMS), knowledge base platforms, translation tools, or customer service technologies is desirable.

Requirements

• Strong attention to detail and commitment to quality.
• Excellent written communication and stakeholder management skills.
• Collaborative mindset and ability to work across diverse teams and markets.
• Proactive and solution-oriented approach to improving fan communications.
• Adaptable and comfortable managing multiple priorities in a fast-paced environment.

Benefits

• Inclusive work environment encouraging personal and professional growth.
• Opportunities to develop your professional and personal aspirations.
• Support for balancing work and home life.