Position Overview
We are seeking one to two Operations Associates to support its fast-moving live-event ticketing marketplace. This is not a basic customer service or queue-processing role. The ideal candidate is a sharp, adaptable operator who can learn quickly, connect information across cases, exercise sound judgment, and take ownership when unexpected operational issues arise.
The Operations Associate will serve as a frontline executor responsible for accepting inventory, fulfilling orders, monitoring queues, and protecting transactions from issues that could result in delays or cancellations. The role requires someone who can execute processes accurately while also recognizing patterns, identifying root causes, and recommending improvements to the systems around them.
Key Responsibilities
- Manage daily operational workflows across multiple live-event marketplace accounts.
- Process inventory and ticket acceptance, order fulfillment, and queue monitoring against strict event deadlines.
- Troubleshoot ticket delivery issues, incorrect listings, delayed transfers, replacements, and other transaction-related concerns.
- Handle exception cases such as duplicate sales, manual transfers, cancelled or postponed events, and fraud-documentation requests.
- Assess unusual or escalated cases and determine the most appropriate resolution based on available tools, processes, and information.
- Identify patterns across cases and address the root cause rather than repeatedly applying temporary workarounds.
- Apply critical thinking and sound judgment rather than relying only on scripted procedures.
- Protect transaction quality through verification checks, anomaly reviews, accurate documentation, and careful order monitoring.
- Work across multiple SaaS tools, including ticketing or helpdesk systems, dashboards, spreadsheets, internal applications, and communication platforms.
- Maintain accurate and actionable handoff notes for colleagues working across different shifts and time zones.
- Surface risks, mistakes, and operational concerns early before they affect customers or other team members.
- Follow standard operating procedures consistently while recommending improvements when workflows can be made more efficient.
- Support the team in meeting accuracy, productivity, quality, service-level, and operational performance targets.
- Escalate high-risk or complex concerns to the Team Lead when additional support or approval is required.
- Help train and support newer team members as experience in the role develops.
Requirements
- At least two years of experience in operations, customer support, fulfillment, marketplace operations, quality assurance, analysis, back-office work, transaction processing, or a similar environment where accuracy and judgment were important.
- Strong critical-thinking, decision-making, and problem-solving abilities.
- Demonstrated ability to learn unfamiliar tools, procedures, and operational environments quickly.
- Strong attention to detail and the ability to catch errors, inconsistencies, risks, and missing information.
- Ability to remain calm, organized, and methodical while working against strict deadlines.
- Fully fluent written and verbal English communication skills, with at least B2-level proficiency.
- Comfortable working independently while recognizing when an issue needs to be escalated.
- Experience working across several SaaS tools simultaneously, such as helpdesk systems, CRMs, dashboards, spreadsheets, ticketing platforms, and internal applications.
- Solid Google Sheets or Microsoft Excel skills, including filters, lookups, and basic formulas.
- Experience working with performance metrics, quality standards, SOPs, service levels, or operational KPIs.
- A reliable home-working setup, including stable internet, a quiet workspace, and a personal computer capable of running multiple browser tabs and applications smoothly.
Schedule Requirements
- Must be flexible to work within the company’s operating window of 8:00 a.m. to 11:00 p.m. Eastern Time.
- Must be open to morning, evening, weekend, and rotating shift assignments based on operational requirements.
- Availability during Fridays, Saturdays, and selected Sundays may be required because these are among the busiest periods for live events.
Ideal Candidate
The ideal candidate is not simply someone who can follow instructions and clear a queue. This person understands the purpose behind a process, recognizes when a situation requires a different approach, and confidently uses judgment to resolve operational issues without compromising accuracy or service quality.
Preferred Experience
- Experience in any of the following positions would be a major advantage:
- Quality Assurance Specialist or Quality Analyst
- Operations or Customer Service Team Leader
- Subject Matter Expert
- Senior Escalations Specialist
- Senior Operations Associate
- Senior Customer Support Representative
- Fulfillment or Marketplace Operations Specialist
- Experience in e-commerce, ticketing, travel, fintech, marketplaces, or other high-volume and time-sensitive operations is also an advantage.
What Will Make You Stand Out
- You naturally connect information across different cases and identify root causes others may miss.
- You have audited work against scripts, policies, procedures, or quality standards.
- You have caught errors or operational risks before they became larger problems.
- You have successfully worked across different functions, industries, or operational environments.
- You have identified a broken process and proposed or implemented a measurable improvement.
- You have experience with platforms such as Freshdesk, Zendesk, HubSpot, Salesforce, Zoho, Jira, Retool, Slack, or similar tools.
- You are comfortable working in a remote, asynchronous, and multi-country team.
- You remain composed when the clock is ticking and a transaction has a firm deadline.
Benefits
- Opportunities for growth and advancement
- Competitive compensation package
Work Hours:
- Full-time
- EST/ PST business hours, Remote