At a Glance
- Tasks: Manage and optimise Zendesk for top-notch customer service across Live Nation brands.
- Company: Join Live Nation, the global leader in live entertainment and ticketing.
- Benefits: Enjoy a competitive salary, inclusive culture, and opportunities for personal growth.
- Other info: Work in a supportive environment that values diversity and encourages professional development.
- Why this job: Be part of a dynamic team enhancing fan experiences through innovative CRM solutions.
- Qualifications: Experience with Zendesk or similar platforms; strong analytical and organisational skills.
The predicted salary is between 35000 - 45000 £ per year.
We are looking for a Zendesk Support Engineer to support the administration, optimisation, and reporting of our customer service platform, Zendesk, across multiple Live Nation businesses and brands. The successful candidate will be responsible for managing and optimising CRM processes, ensuring seamless integration with other business systems and enhancing customer satisfaction through effective use of CRM technology. They will manage the day-to-day upkeep and stability of these contact centre platforms, being a first point of support for stakeholders across the business within a “service desk” style environment.
This role will report to the Director of Customer Communications team as part of the shared central resource team across the Live Nation estate. This is a key operational role in maintaining and improving our CRM and customer service infrastructure. The successful candidate will be responsible for the backend management of Zendesk, supporting reporting and analytics, maintaining ticket workflows and business rules and ensuring teams have the tools, insights and robust reporting needed to deliver a best-in-class fan experience. This is an ideal opportunity for someone with hands-on Zendesk administration experience who enjoys working with systems, workflows, reporting, automation, and operational data.
The new role of Zendesk Support Engineer will be an integral part of the shared central customer service resource. With a positive and supportive approach, the successful candidate will work collaboratively to contribute to our core values of excellence and inclusivity across our estate.
Competencies / Skills / Knowledge / Experience
- Essential
- Experience working with Zendesk preferred (or equivalent customer service platform) in an administration/deployment/support capacity
- Strong understanding of Zendesk Support and Zendesk Explore
- Good understanding of customer service operations and familiarity with customer service metrics and reporting
- Experience managing triggers, automations, macros, SLAs, workflows, ticket forms, and custom fields
- Experience building reporting dashboards and operational reports
- Knowledge of integrations between CRM systems and business tools
- Experience supporting user training and Zendesk best practices
- Familiarity with simple coding or platform logic (e.g. Liquid, HTML, API workflows)
- Demonstrable ability in interpreting and analysing data and how to identify trends
- Ability to manage multiple priorities and stakeholders
- Desirable
- Zendesk Administrator certification
- Experience of working with centralised reporting platforms (e.g. Power BI / Tableau / Looker Studio or similar data visualisation / dashboard software)
- Experience working with REST APIs
- Understanding of PCI Compliance, Privacy/GDPR and Information Security and customer data governance
- Experience within entertainment, ticketing, live events, hospitality, or customer experience environments
Behaviours
- Strategic, proactive and solutions-focused
- Analytical with strong attention to detail
- Able to work effectively to tight deadlines and changing pressures in a fast-paced environment
- Collaborative, supportive and positive
- Comfortable managing multiple priorities and working across multiple teams and stakeholders at all levels
- Strong organisational and communication skills
- Driven to improve systems, processes, and fan experience
What the role includes
- Manage and maintain Zendesk across multiple business units, brands, venues, and festivals
- Configure and maintain ticket forms, custom fields, views, macros, triggers, automations, SLAs, and workflows
- Build and maintain reporting dashboards within Zendesk Explore
- Monitor platform performance and produce reports on SLA performance, ticket volumes, CSAT, response times, and agent productivity
- Analyse customer service trends and identify opportunities to improve processes and workflows
- Support automation and continuous improvement initiatives
- Work with teams across the business to ensure CRM systems support business needs
- Support CRM governance, QA processes, and documentation
- Train and support users on Zendesk functionality and CRM best practices
- Ensure contact centre systems remain compliant with all relevant regulations and guidelines – especially with regards to PCI Compliance, Privacy/GDPR and Information Security
- Assist with integrations between Zendesk and other business systems
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 identity, race, sexual orientation, religion, age, disability status or caring responsibilities.
Live Nation Entertainment is the world’s leading live entertainment company, comprised of global market leaders: Ticketmaster, Live Nation Concerts, and Live Nation Media & Sponsorship. Ticketmaster is the global leader in event ticketing with over 500 million tickets sold annually and more than 12,000 clients worldwide. Live Nation Concerts is the largest provider of live entertainment in the world promoting more than 40,000 shows and 100+ festivals annually for nearly 4,000 artists in over 40 countries. These businesses allow Live Nation Media & Sponsorship to create strategic music marketing programs that connect over 1,000 brands with the 98 million fans that attend Live Nation Entertainment events each year.
APPLICATION DEADLINE: Monday 13th July 2026. We reserve the right to close applications at any time so encourage early application where possible. Live Nation Entertainment will never request payment or equipment purchases as part of the hiring process. Recruiters will only contact candidates from official Live Nation or affiliated brand email domains.
Zendesk Support Engineer in London employer: Live Nation
Live Nation is an exceptional employer located in the vibrant area of Farringdon, London, offering a dynamic work culture that prioritises inclusivity and collaboration. Employees benefit from professional growth opportunities within a leading live entertainment company, where they can contribute to enhancing customer experiences across multiple brands and events. With a commitment to diversity and a supportive environment, Live Nation encourages its team members to bring their authentic selves to work while developing their skills in a fast-paced, exciting industry.
StudySmarter Expert Advice🤫
We think this is how you could land Zendesk Support Engineer in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Live Nation. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Live Nation before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Zendesk Support Engineer in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Live Nation:Your cover letter is your chance to shine! Tell us why you want to work at Live Nation specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Live Nation!
How to prepare for a job interview at Live Nation
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
