Customer Service Assistant, LATAM Mailer Creation

SUPER (Superfan Live); United States; Remote; USD 52,000 - 72,000; Full time

Job summary

SUPERFAN is seeking a LATAM Customer Service Assistant to manage guest communications for Latin American tours and VIP programs. You will create, localize, and distribute clear messages, while coordinating with internal teams to ensure accurate information before guests' experiences.

You will translate, edit, and proofread communications for accuracy, pull customer data in Excel/Sheets, and collaborate with Project Managers, Operations, and Ticketing. Some weekend coverage may be required.

Qualifications

• Fluency in English and Spanish for writing and speaking.
• Strong Spanish variations knowledge and regional terms.
• 2+ years in customer service, live entertainment, or related field.
• Experience with Mailchimp, Excel, Google Sheets.
• Experience with LATAM audiences and regional teams preferred.
• Portuguese proficiency is a strong plus.

Responsibilities

• Create and localize guest communications in English and Spanish.
• Manage LATAM mailer timelines and delivery schedules.
• Translate, edit, and proofread communications for accuracy.
• Pull and organize customer data using Excel/Sheets.
• Collaborate with Project Managers, Operations, and Ticketing.
• Support on-sale operations and weekend coverage when needed.

Skills

Fluency in English & Spanish

Editing & proofreading

Communication skills

Organizational skills

Tools

Mailchimp

Excel

Google Sheets

TM1

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 position within the team, responsible for managing guest-facing communications for Latin American tours, events, and VIP programs.

The key focus of the role is on creating, localizing, reviewing, and distributing clear and accurate guest communications, while managing customer data and coordinating across internal SUPER departments. This role works closely with Project Managers, Operations, Ticketing, Creative, and the broader Customer Service team to ensure guests receive timely and consistent information ahead of their experience.

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.
• Strong organizational skills, attention to detail, and ability to manage multiple deadlines and markets in a fast-paced environment.
• 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.
• Portuguese proficiency is a strong plus
• Familiarity with ticketing platforms such as TM1 and/or basic graphic or visual layout experience is a plus.