Operations Associate

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Oversee and manage operational queues associated with live event ticket transactions.

• Resolve issues related to ticket delivery, incorrect listings, delayed transfers, replacements, and other transaction-related matters.

• Evaluate unusual or escalated cases and identify the most suitable resolution using available tools, processes, and information.

• Utilize critical thinking and sound judgment instead of relying exclusively on scripted procedures.

• Quickly grasp operational processes and connect information across various workflows and scenarios.

• Refer high-risk or complex cases for additional support or approval when necessary.

• Ensure accuracy while processing transactions under tight deadlines and with significant customer impact.

• Adhere to established quality standards, workflows, and operational procedures.

• Assist the team in achieving service levels, performance metrics, and operational objectives.

• Clearly communicate with team leaders and other internal stakeholders regarding case status, risks, and necessary actions.

⛳️ Requirements

• Prior experience in operations, escalations, quality assurance, customer support, technical support, transaction processing, or a related environment.

• Experience as a Quality Analyst, Team Leader, Senior Operations Associate, Escalations Specialist, Subject Matter Expert, or a similar role is strongly preferred.

• Excellent critical-thinking, decision-making, and problem-solving skills.

• Ability to maintain composure and organization when addressing urgent or high-pressure situations.

• Keen attention to detail with the capability to identify inconsistencies or potential risks.

• Quick learner of new systems, workflows, and processes.

• Strong written and verbal communication skills in English.

• Comfortable working independently while recognizing when to escalate issues.

• Experience with performance metrics, quality standards, or operational KPIs is a plus.

🏝️ Benefits

• Opportunities for growth and advancement

• Competitive compensation package