Customer Service Executive

About MATCH Hospitality

At MATCH Hospitality we design and deliver the best hospitality programmes at the most sought-after sports events in the world, including the FIFA World Cup™, AFC Asian Cup™, Nitto ATP World Finals, and Formula 1®. We are the industry leader in the production, management and sales of commercial hospitality programmes and deliver maximum exposure for our event partners via a well-established and comprehensive global sales agent network, in addition to our in-house direct sales team.

Role Overview

The Customer Service Executive (Spain) will support MATCH Hospitality’s customer service operation, with a particular focus on Spanish-language correspondence and our domestic Grand Prix programme in Madrid (MADRING). The role reports to the Customer Service Team Lead, and event management, and works alongside the CS team in Doha and the Ticketing and Fulfilment team, helping ensure clients receive timely, accurate service across the full customer journey, from booking confirmation through to post-event follow-up.

This is an entry-level position, suited to a candidate with one to three years’ experience in a service, communications, hospitality, events or administrative role, looking to develop a career in premium event customer service.

Key Responsibilities

Customer Support and Communications

• Respond to customer queries in Spanish and English across email and CRM channels, taking a proactive, solution-oriented approach.
• Translate, adapt and proofread customer communications, FAQs and templates between Spanish and English.
• Support post-sale and pre-event communications for clarity, accuracy and consistency.
• Handle queries on ticketing, hospitality packages, event logistics and general information.

Operational Support

• Assist with the end-to-end customer journey: booking support, ticket and parking distribution, itinerary sharing.
• Help coordinate last-minute changes and ad-hoc customer requests.
• Support preparation and quality control of customer-facing documents and materials.

Issue Resolution

• Act as first-line response for customer queries, escalating complex cases to the CS Team Lead or senior colleagues.
• Liaise with internal teams (ticketing, operations, sales) to resolve customer issues efficiently.

On-Site Event Support

• Provide on-site customer service during MADRING event week, including the Grand Prix weekend, supporting a smooth and premium guest experience.
• Assist with guest queries, access control issues and general on-site coordination.

Systems and Reporting

• Maintain accurate customer data within Salesforce and other internal systems, ensuring all communications are properly tracked and documented.
• Support post-event reports, summaries and case analyses.

Skills and Experience Required

Essential

• Native or fully bilingual Spanish, with strong written and verbal English.
• One to three years’ experience in customer service, communications, PR, hospitality, events, travel or a similar service or administrative role.
• Highly organised with strong attention to detail.
• Confident written communication, including drafting, adapting and proofreading customer-facing copy.
• Comfortable with CRM systems or similar digital tools.
• Customer-focused, proactive and solution-oriented.
• Demonstrated ability to remain composed in high-pressure, time-sensitive environments, managing high workloads, tight deadlines and demanding clients without compromising quality.
• Working understanding of AI tools (e.g. ChatGPT, Claude, Copilot) for everyday tasks such as drafting, summarising, translation and research, with awareness of basic limitations and data-handling considerations.
• Based in Madrid (or able to work from Madrid) with the right to work in Spain.

Desirable

• Exposure to live events, large-scale operations or VIP / corporate client environments.
• Working knowledge of ticketing or hospitality operations.
• Familiarity with content and design tools (Canva, Adobe Creative Cloud) for customer communications and templates.
• Additional languages.

Personal Attributes

• Calm, resilient and solutions-driven, able to manage stress, juggle competing priorities and recover quickly from setbacks during peak event periods.
• Positive, adaptable and team-oriented.
• Genuine interest in delivering high-quality customer experiences.
• Willing to work flexible hours including weekends, and to be on-site for MADRING.