Ticketing Operations Specialist

Who We Are

Museum of Ice Cream is an inclusive & immersive brand, designed to captivate your sweetest fantasy and sugar-filled daydreams online and IRL. At Museum of Ice Cream, we invite you to believe in the magic of creativity, to remind you that inclusive spaces do exist, and to show you that childlike wonder is worth savoring. In our world, ice cream is the agent of change and the vehicle to ignite the creative spirit that lives in all of us. 

Fueled by the power of imagination, MOIC is a universe of possibilities with tons of room for you to explore.

About The Role

The Ticketing Operations Specialist will support the daily administration of MOIC’s ticketing operations, OTA accounts, Guest Support escalations, payment disputes, reporting, Flowcodes, and third-party business listings.

This person will work closely with the Senior Manager, Revenue & Pricing Optimization and cross-functional partners across Operations, Sales, Marketing, Partnerships, Finance, and Guest Support. We are looking for someone who is highly organized, detail-oriented, comfortable working across multiple systems, and able to manage routine requests independently while escalating more complex or sensitive issues appropriately.

Your Day To Day

1. Ticketing & Distribution Operations
• Maintain ticketing products, schedules, promotions, pricing, inventory, capacity, and availability based on approved business plans and operating guidelines.
• Support ticketing setup and system testing for new locations, events, partnerships, promotions, and product launches.
• Manage ticket availability and troubleshoot routine booking, pricing, inventory, promotional, and system issues.
• Maintain OTA products, accounts, pricing, schedules, and availability, including routine booking adjustments, refunds, and operational requests.
• Partner with Sales on group bookings, ticket availability, product setup, and event-related ticketing needs.
2. Guest & Business Operations
• Respond to routine internal ticketing, booking, and availability questions and support Guest Support with escalated ticketing-related guest issues.
• Monitor designated internal communication channels and provide timely support for ticketing and operational requests.
• Assist with payment disputes, fraud-related documentation, case tracking, and other operational follow-up.
• Provide operational ticketing support during unexpected closures, incidents, or other business disruptions, escalating financial, legal, safety-related, or high-risk matters as appropriate.
• Provide backup coverage for critical ticketing and operational responsibilities to support business continuity across locations and teams.
3. Systems, Reporting, & Process Excellence
• Maintain recurring reports, operational trackers, and manual data updates to support visibility into ticketing and business performance.
• Create and maintain Flowcodes, tracked URLs, UTM parameters, and third-party business listings, ensuring location information remains accurate and current.
• Create and maintain standard operating procedures, training materials, internal reference resources, and AI knowledge-base content.
• Support ticketing training, team check-ins, and ongoing process education across relevant teams.
• Identify recurring issues, trends, and operational inefficiencies and recommend process, documentation, or system improvements

Contract Details:

• This is a temporary role.
• The hourly pay is between $10 - $15/hr (depending on experience) 
• Commitment: 40 hours per week, with occasional overtime as needed
• Duration: 6 months, with potential to extend 

Requirements

The Necessities 

• 1–2 years of experience in customer support, ticketing, reservations, attractions, hospitality, tourism, e-commerce, travel, or a related operational environment
• Tech-savvy and comfortable learning and working across multiple systems and platforms
• Strong attention to detail, organization, and problem-solving skills
• Strong written and verbal English communication skills and the ability to collaborate effectively across departments and time zones.
• Strong attention to detail, organizational skills, and the ability to manage multiple requests and priorities independently.
• Experience managing products, pricing, schedules, inventory, availability, or promotions within a digital system.
• Strong troubleshooting and problem-solving skills with the judgment to recognize when an issue requires escalation.
  

The Nice To Haves

• Experience supporting U.S.-based customers, teams, or business operations.
• Comfortable working across multiple platforms, learning new systems, and using spreadsheets and recurring reports.
• Experience with OTA platforms, online distribution channels, payment disputes, fraud review, or payment platforms.
• Experience creating process documentation, SOPs, training materials, or internal knowledge resources.
• Availability for agreed U.S. business-hour overlap and occasional evening or weekend support based on business needs.

Museum of Ice Cream is an equal opportunity employer and we value diversity at our company.  We do not discriminate on the basis of race, color, religion, sex (including pregnancy), sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, veteran status, or any other status protected by applicable federal, state, or local law.