Job Description

Job Title: Content Writer

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 FAQ's, as well as agent scripting for Chat, Email, FAQ's 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 team to optimize Fan facing help centers to ensure they are fit for purpose, easy to navigate, intuitive, and optimized for SEO.

What You Need To Know (or Technical Skills):

• 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.

You (Behavioural Skills):

• 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.

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.

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.

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