Customer Service Assistant - LATAM Mailer Creation

Assistants vs. Agents; United States; Remote; USD 38,000 - 60,000; Full time

Job summary

SUPERFAN is seeking a LATAM Customer Service Assistant to manage guest communications for Latin American markets. The role emphasizes accuracy, timelines, and bilingual messaging across English and Spanish in a fast-paced live entertainment setting.

You will organize mailer production, translate and proofread content, and collaborate with creative and operations teams to ensure brand-aligned communications for tours and events.

Qualifications

• Professional fluency in written and verbal English and Spanish, with strong Spanish writing, editing, grammar, and proofreading skills.
• Strong understanding of Spanish language variations, regional terminology, and cultural nuances across Latin American markets, with the ability to adapt guest-facing communications accordingly.

Responsibilities

• Create and manage VIP check-in communications (mailers) for LATAM tours, events, and VIP programs.
• Organize LATAM mailer timelines, deadlines, and communication schedules related to mailer production and delivery.
• Translate, edit, and proofread communications for accuracy and consistency in English and Spanish.
• Ensure language, terminology, and messaging are appropriate for each respective LATAM market.
• Pull and organize customer data using platforms such as Excel and Google Sheets.
• Collaborate with internal teams and leadership to gather, verify, and update event information.
• Coordinate with Creative to ensure artwork and assets align with approved package language and market requirements.
• Incorporate graphics, layouts, and visual elements into guest communications when needed.
• Assist with creating post-event or post-tour recap reports and supporting materials.
• Assist on-sale/war room operations with price checking.
• Work independently while managing multiple projects and meeting deadlines efficiently.
• Support occasional weekend coverage or adjusted schedules based on tour and event needs.

Skills

English fluency

Spanish fluency

Writing/editing/proofreading

Tools

Mailchimp

Excel/Google Sheets

Job description

About SUPERFAN

Superfan is an award-winning, global leader in fan-first live music experiences, redefining how audiences connect with the artists they love. We produce best-in-class experiences that go far beyond the concert ticket. Between VIP, travel, sponsorships, specialty merchandise, and social impact, we specialize in integrated programs that multiply value for artists and brands. With deep roots in the music industry, we are trusted by Metallica, Katy Perry, Oprah, Rush, Bon Jovi, Ghost, Queen, and more to turn passionate fans into lifelong followers.

Our culture is built on creativity, enthusiasm, and a deep respect for the fan experience. We move quickly, think ambitiously, and operate as a highly collaborative, polished team that values both big ideas and meticulous execution.

Superfan has been recognized as one of the fastest-growing companies in the US by Inc. 5000 for three consecutive years and named one of Fast Company’s Best Workplaces for Innovators. As we continue to expand globally, we’re looking for passionate, driven individuals to help shape the future of live experiences.

The Role

Reporting to the Customer Service Manager, the LATAM Customer Service Assistant is a hands‑on role responsible for managing guest‑facing communications for Latin American markets.

The ideal candidate is detail‑oriented, highly organized, adaptable, and comfortable working with timelines, customer data, and creative communication tools in a fast‑paced live entertainment environment.

Key Responsibilities (but are not limited to):

• Create and manage VIP check-in communications (“mailers”) for LATAM tours, events, and VIP programs.


• Organize LATAM mailer timelines, deadlines, and communication schedules related to mailer production and delivery


• Translate, edit, and proofread communications for accuracy and consistency in English and Spanish.


• Ensure language, terminology, and messaging are appropriate for each respective LATAM market.


• Pull and organize customer data using platforms such as Excel and Google Sheets


• Collaborate with internal teams and leadership to gather, verify, and update event information


• Coordinate with Creative to ensure artwork and assets align with approved package language and market requirements.


• Incorporate graphics, layouts, and visual elements into guest communications when needed


• Assist with creating post‑event or post‑tour recap reports and supporting materials


• Assist on‑sale/war room operations with price checking


• Work independently while managing multiple projects and meeting deadlines efficiently


• Support occasional weekend coverage or adjusted schedules based on tour and event needs

CANDIDATE SPECIFICATIONS

Required:

• Professional fluency in written and verbal English and Spanish, with strong Spanish writing, editing, grammar, and proofreading skills.


• Strong understanding of Spanish language variations, regional terminology, and cultural nuances across Latin American markets, with the ability to adapt guest‑facing communications accordingly.

Preferred

• 2+ years of experience in customer service, live entertainment, touring, VIP programs, hospitality, ticketing, communications, or a related field.


• Comfortable working with Mailchimp or similar platforms, Excel/Google Sheets, customer lists, and operational data.


• Strong judgment and communication skills, with the ability to identify incomplete or conflicting information and collaborate across teams.


• Experience working with LATAM audiences, promoters, artists, events, or regional teams is strongly preferred.


• Proficiency in Brazilian Portuguese is advantageous but not required


• Familiarity with ticketing platforms such as TM1 and/or basic graphic or visual layout experience is a plus.