Customer Service Coordinator

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.

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