Ticketing Operations Specialist

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

📋 Description

• Oversee ticketing products, schedules, promotions, pricing, inventory, capacity, and availability in accordance with approved plans and policies.

• Assist in the ticketing setup and system testing for new locations, events, partnerships, promotions, and product launches.

• Manage ticket availability and resolve booking, pricing, inventory, promotional, and system-related issues.

• Maintain OTA products and accounts, addressing pricing, schedules, availability, booking modifications, refunds, and operational requests.

• Collaborate with Sales on group bookings, ticket availability, product setup, and event-specific ticketing requirements.

• Address internal inquiries regarding ticketing, booking, and availability while supporting Guest Support with escalated ticketing concerns.

• Monitor internal communication channels and provide prompt support for ticketing and operational requests.

• Assist with payment disputes, documentation related to fraud, case tracking, and operational follow-up.

• Offer ticketing support during closures, incidents, and business interruptions, escalating any financial, legal, safety-related, or high-risk issues.

• Provide backup coverage for essential ticketing and operational tasks.

• Maintain regular reports, operational trackers, and manual data updates.

• Create and manage Flowcodes, tracked URLs, UTM parameters, and third-party business listings.

• Develop and sustain SOPs, training materials, internal reference documents, and AI knowledge-base content.

• Facilitate ticketing training, team check-ins, and process education.

• Identify recurring issues, trends, and inefficiencies while recommending enhancements to processes, documentation, or systems.

⛳️ Requirements

• 1–2 years of experience in customer support, ticketing, reservations, attractions, hospitality, tourism, e-commerce, travel, or a similar operational setting.

• Proficient with technology and comfortable navigating multiple systems and platforms.

• Exceptional attention to detail, organizational skills, and problem-solving abilities.

• Strong written and verbal communication skills in English.

• Ability to collaborate effectively across departments and time zones.

• Capable of independently managing multiple requests and priorities.

• Experience with managing products, pricing, schedules, inventory, availability, or promotions within a digital framework.

• Strong troubleshooting and problem-solving capabilities, with the discernment to know when to escalate issues.

• Experience supporting U.S.-based customers, teams, or business operations is preferred.

• Familiarity with spreadsheets and recurring reports is preferred.

• Experience with OTA platforms, online distribution channels, payment disputes, fraud analysis, or payment systems is preferred.

• Background in creating process documentation, SOPs, training resources, or internal knowledge materials is preferred.

• Availability for agreed U.S. business-hour overlap and occasional evening or weekend support depending on business needs is preferred.

🏝️ Benefits

• Temporary 6-month contract with the possibility of extension.

• 40 hours per week, with occasional overtime as required.

• Equal opportunity employer that values diversity.