Client Support Manager

Job Summary:

Location: Copenhagen

Division: Global Support & Operations

Line Manager: Regional Operations Director

Contract Terms: Permanent, Full-Time

THE TEAM

Global Support & Operations Organization has the mission to build a global support & operations centre 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 Operations team, a vertical of this organization, is accountable for supporting clients (Promoters, Venues, Artists, Clubs, etc.) 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

In this role as Client Support Manager, you will lead a team of specialists in Denmark who deliver both client-facing services and event programming support. The Client Support team are the primary point of contact for our key clients supporting them all the way through their ticket sales process, from start to end. You will be responsible for managing team performance, ensuring operational excellence, and maintaining high service levels across the full event lifecycle.

This is a highly operational role where you will also manage your own portfolio of clients. These clients range from local venues and promoters across Denmark to large-scale arena events featuring international artists. That is why your ability to maintain a high level of service, respond quickly and solve issues if they arise will be key in building and maintaining strong relationships with our Danish clients. You will perform the same day-to-day tasks as your team—configuring events, advising clients, troubleshooting issues, and supporting Ticketmaster systems—while also driving strategic improvements and cross-functional collaboration.

You and your team will act as the primary support contact for top-tier clients, ensuring a unified experience throughout the contract period. You will work closely with internal departments to align commercial and operational strategies, improve service delivery, and increase client satisfaction.

WHAT YOU WILL BE DOING

Key Management Responsibilities:

Team Leadership

• Lead and manage both Client Support Specialists and Event Support Specialists
• Provide ongoing mentoring and training to team members.
• Participate in the sub-regional operations management team

Operational Oversight

• Oversee the full event life cycle, ensuring accurate and timely event creation and updates.
• Monitor and improve event management quality metrics and resolve discrepancies.
• Ensure accurate data input into systems like Salesforce.

Client Relationship Management

• Act as the primary escalation point for client issues.
• Develop and maintain strong client relationships.
• Coordinate with internal teams to ensure client satisfaction and a unified experience.

Process Improvement & Best Practices

• Own and implement best practices for both Client and Event Support functions.
• Drive self-service initiatives and support procedural improvements.
• Stay updated on new products and features, ensuring the team is trained accordingly.

Cross-Functional Collaboration

• Work closely with departments such as Product Operations, Client Development, Fan Support, Finance, and Fan Experience.
• Facilitate event configuration information to support customer service needs.

Operational Responsibilities:

As a hands-on operational leader, you will actively contribute to the day-to-day delivery of client and event support services, in addition to managing your team. Your role blends strategic oversight with direct execution, ensuring high-quality service and operational excellence.

• Client Portfolio Management: Provide direct support to assigned clients, including onboarding, training, and ongoing consultancy. Monitor sales, manage service delivery, and ensure client satisfaction across the full event lifecycle.
• Event Execution: Personally configure and quality assure event builds, ensuring accuracy in Ticketmaster systems. Support clients in using TM1 tools and related products, troubleshoot issues, and coordinate with internal teams for resolution.
• Systems & Product Expertise: Maintain deep knowledge of Ticketmaster platforms and tools in order to rain clients on new features and drive client product adoption.
• Cross-Functional Collaboration: Work closely with Client Development, Product Operations, Field Ops, and Fan Support to align commercial and operational strategies and deliver seamless client experiences.

WHAT YOU NEED TO KNOW (or TECHNICAL REQUIREMENTS)

• Minimum of three years' experience in ticketing, event support, or a similar operational environment.
• Proven ability to manage both client-facing and technical event support tasks.
• Strong organizational and communication skills with a service-oriented mindset.
• Skilled in troubleshooting.
• Experience with Salesforce or similar CRM platforms for case and data management.
• Comfortable working in a fast-paced, high-volume environment with shifting priorities.
• Ability to work flexible hours, including evenings, weekends, and holidays as needed.
• Fluent in English; proficiency in Danish or Swedish is a plus.
• Strong data entry, proofreading, and Microsoft Office skills.

YOU (BEHAVIOURAL REQUIREMENTS)

• Lead by example, balancing strategic leadership with hands-on operational execution.
• Proactive team player who supports colleagues and fosters collaboration.
• Curious and eager to learn and master Ticketmaster's operational products and tools.
• Able to manage multiple demands with resilience, flexibility, and composure.
• Strong relationship builder with clients and internal stakeholders.
• Demonstrates ethical behavior and sound judgment.
• Comfortable navigating ambiguity and driving continuous improvement.
• Balances operational detail with a commercial mindset to support client success.
  Communicates clearly and empathetically, adapting to different audiences and needs.

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.