Viagogo is on a mission to redefine the live event experience on a global scale. Whether someone is looking to attend their first event or their hundredth, we’re here to delight them all the way from the moment they start looking for a ticket until they step through the gate. The same goes for our sellers. From fans selling a single ticket to the promoters of a worldwide stadium tour, we want viagogo to be the safest, most convenient way to offer a ticket to the millions of fans who browse our platform around the world.

Job Description:

The International Government Affairs team is seeking a Policy and Public Affairs Analyst to support the company’s government relations and regulatory engagement function across markets worldwide. This is a global-scope role based in Limerick, Ireland, reporting directly to the Head of International Government Affairs.

The team operates at the intersection of competition law, consumer policy and digital markets regulation across the EU, UK, Latin America and Asia-Pacific. The Policy Analyst will provide the research, monitoring and drafting infrastructure that allows the government affairs team to focus on direct engagement with legislators, regulators and competition authorities. This is not a junior administrative role: the successful candidate will produce outputs used directly in parliamentary submissions, regulatory filings and briefings to government officials.

Key Responsibilities:

• Monitor legislative and regulatory developments across 20-plus priority markets, flagging material developments to the relevant GA lead within 24 hours and maintaining a live risk register for C-suite distribution
• Draft and edit policy documents, parliamentary submissions, position papers, MEP briefings and correspondence under the direction of the Head of Government Affairs and regional Government Affairs managers
• Maintain and develop the team’s stakeholder database, tracking contact history, engagement activity and relationship status across government, regulatory and parliamentary contacts globally
• Support preparation for European Parliament meetings, European Commission briefings, parliamentary committee appearances and regulatory hearings, including research packs, talking points and leave-behind materials
• Coordinate cross-market data collection and analysis to support regulatory arguments, including market share analysis, pricing data and consumer research
• Maintain and version-control the team’s model bill across jurisdictions, tracking adaptations for use in EU, UK and LATAM legislative processes
• Build and maintain a consolidated regulatory evidence bank, ensuring research assets are deployment-ready for submissions and media engagement at short notice
• Liaise with Legal, Compliance and Commercial teams to ensure Government Affairs outputs are accurate and aligned with business position
• Produce weekly and monthly horizon-scanning digests for internal distribution to senior leadership and relevant commercial teams

Position Type and Expected Hours of Work:

• This is a permanent, full-time role. Core hours align with Irish business hours.
• Periodic travel to Brussels, London and other markets required for stakeholder meetings, parliamentary engagement and team summits.

Qualifications and experience:

• 3 to 5 years’ experience in policy, regulatory affairs, parliamentary affairs or public affairs research. Backgrounds in public affairs agencies, in-house policy teams at technology or platform companies, parliamentary or Oireachtas research, or Brussels-based EU affairs roles are all well-suited to this position.
• Demonstrable drafting experience across policy documents, regulatory submissions, parliamentary briefings or position papers. Candidates should be prepared to share examples of their written work.
• Strong analytical capability — comfortable working with both quantitative data (market data, economic analysis) and qualitative policy analysis across multiple jurisdictions simultaneously.
• Degree in law, political science, economics, public policy, European studies or a related discipline.
• Highly organised with strong workload management skills; able to handle multiple concurrent briefs across different markets and regulatory timelines without close supervision.
• Comfortable operating in a small, fast-moving, fully remote team with a high degree of autonomy and a low tolerance for process overhead.
• Genuine interest in and curiosity about live events, digital markets and consumer regulation, candidates who engage with the subject matter beyond the technical brief will thrive.

Desirable:

• Familiarity with EU institutional processes, including European Parliament committee work, European Commission consultations and the trilogue process.
• Knowledge of UK parliamentary procedure, including select committee processes, written questions and stages of primary legislation.
• Experience in digital markets regulation, platform regulation, consumer law or competition policy.
• Second European language — French, German, Spanish or Portuguese most useful given the team’s market footprint.

As an Executive Customer Care and Social Media Specialist, you will take the lead in resolving high-level executive and social media inquiries with urgency, professionalism, and strategic insight. This pivotal role requires exemplary communication skills, advanced problem-solving capabilities, and a proven ability to consistently exceed productivity and performance expectations. You will act as a primary brand ambassador, proficiently managing both escalated customer complaints and real-time social media interactions. Success in this role involves not only resolving immediate issues but also proactively identifying and addressing systemic problems to prevent future escalations. We aim to be recognized as the best and most trusted customer experience brand in the world!  

What You'll Do

Social Care:

• Serve as a frontline ambassador on social media channels, swiftly addressing customer inquiries, comments, and concerns with enthusiasm and professionalism while ensuring a positive, professional presence that aligns with the company's brand values. 
• Utilize thorough research to resolve customer issues, aiming to provide a first-contact resolution whenever possible.   
• Monitor and moderate online community discussions to maintain respectful and relevant interactions.  
• Create and update articles that serve as a comprehensive resource for customers, providing them with a one-stop solution that reduces the need for direct inquiries. 
• Display comprehensive knowledge of products, services, and policies, providing expert-level support and guidance.   
• Manage escalated customer inquiries from Social Management Team and Executives, ensuring timely and effective resolutions.
• Collaborate with cross-functional teams to implement improvements based on issue analysis, enhancing Social and executive customer experiences.

Executive Care: 

• Manage escalated customer inquiries from high-ranking executives, ensuring timely and effective resolutions. 
• Tackle complex issues including Legal claims and consumer complaint platform escalations with professionalism and precision. 
• Communicate difficult messages with empathy, effectively de-escalating challenging situations. 
• Maintain meticulous records of interactions and resolutions to track trends and outcomes. 

Who You Are

• Data-Driven Decision Making: Make informed decisions based on comprehensive data analysis, customer feedback, and organizational objectives.   
• Proactive Problem-Solving: Utilizes advanced analytical skills to identify root causes of complex issues, anticipate future challenges, and implement proactive solutions to prevent escalations. 
• Strategic Communication:Effectively conveys policy guidelines, decisioning, and resolutions to customers, team members, and management with a focus on strategic impact and long-term objectives.   
• Attention to Detail and Quality: Ensures accuracy and quality in all aspects of escalated issue resolution, maintaining high standards of excellence and customer satisfaction. 
• Empathy:Display deep empathy and patience, crucial for handling sensitive executive escalations and social media interactions. 
• Technical Proficiency:Skilled in navigating social media platforms and CRM systems, with an understanding of social media platforms. 
• Adaptability: Flexibly respond to changing priorities and maintain effectiveness in a dynamic environment.
• Communication: Excellent written and oral communication skills

What You've Done

• 2+ years of customer service experience required. 

• 1+ year(s) experience handling executive customer escalations concerns preferred. 
• Has a solid understanding of the social media landscape (e.g., Facebook, X, Instagram, Snapchat, TikTok). 
• Prior experience supporting social media platforms preferred. 

This is a Full-Time position which may require weekend, holiday, daytime, and/or evening hours.

This role will require working in-office 3 days per week to ensure cross functional collaboration. 

Limerick Salary Range
€33.280 - €33.280 EUR + VCP