Client Support Specialist

Job Summary

JOB DESCRIPTION - CLIENT SUPPORT SPECIALIST Location: Brussels Division: Global Support & Operations Line Manager: Client and Event Support Manager Contract Terms: Permanent, Full-Time 37.5 hours per week

The TEAM

Global Support & Operations Organization has the mission to build a global support & operations center of excellence where all processes, tools & best practices are applied to all regions across the globe in order to achieve the highest levels of employee, fan & Client satisfaction.

EMEA Support & Operations team, a vertical of this organization, is accountable for supporting Clients in markets located under the EMEA Region (Europe, Middle East and Africa) and providing the ticketing service to the full life-cycle of their events (from onsale to entry). Our Clients demand and value high service levels and we believe our people are the foundation to deliver great service.

We are fortunate to have the most experienced and skilled operations experts on the field around the globe, regionally and locally, that have a deep understanding of our Clients’ needs. We then apply our own ticketing technology to help our Clients innovate in their offering and ticketing strategies.

The JOB

As a Client and Event Support Specialist, you will deliver event programming across Ticketmaster’s full client base in Belgium and act as the day-to-day operational contact for assigned top‑tier clients. You will translate ticketing requirements into accurate event configurations, build and maintain events, and ensure accurate, timely delivery from initial setup through to event day.

For assigned top‑tier clients, you will build a detailed understanding of their events, priorities and ways of working, using that knowledge to provide proactive guidance and ongoing support. You will help clients plan ahead, adopt relevant Ticketmaster tools and features, and improve their ticketing operations over time.

You will coordinate the resolution of ticketing issues and keep clients informed throughout the event lifecycle.

WHAT YOU WILL BE DOING

• Event programming and delivery
• Build and maintain events in the ticketing platforms used in Belgium, following agreed procedures, quality standards and Event Management service levels.
• Collect and review event submissions; clarify missing or conflicting information and translate approved requirements into accurate event setups, including dates, pricing, inventory, sales channels and on‑sale timings.
• Quality‑check event configurations before release and after changes.
• Identify and resolve programming errors, escalating risks to event accuracy or delivery deadlines promptly.
• Support team‑wide quality by reviewing colleagues’ event configurations, sharing best practices and following updated QA processes.
• Manage event changes throughout the lifecycle and communicate their impact to clients and relevant teams.
• Maintain accurate event records and request status in Salesforce.
• Coordinate event‑related tasks and support assigned projects or tours.
• Support full‑service, assisted‑service and self‑service clients with event submissions, programming processes and relevant TM1 tools, including event management and reporting.
• Configure events for relevant connected products, including access control, and coordinate seating map requests with specialist teams; verify delivered configurations against client requirements.
• Share relevant event information with internal teams to support coordinated delivery and consistent service to clients and fans.

Client support and coordination for assigned top‑tier clients

• Act as a day‑to‑day operational contact for assigned top‑tier clients, building trusted relationships and maintaining regular dialogue about their event calendars, priorities and service needs.
• Anticipate requirements, identify recurring challenges and coordinate practical improvements with clients and relevant teams.
• Support client onboarding and help clients adopt relevant Ticketmaster tools and features.
• Deliver practical training on event management and reporting, share best practices and follow up to address difficulties and help clients work confidently and independently.
• Own support requests through to resolution: troubleshoot within your expertise, log cases in Salesforce, coordinate specialist input and keep clients informed of progress and next steps.
• Work with Client Development, Product Operations, Field Operations, Finance and Fan Support to provide coordinated service.
• Share client needs and improvement opportunities with Client Development, which retains ownership of commercial agreements.
• Coordinate specialist help for access control, box office, hardware or reporting issues.
• Support events on site or outside normal hours as r