Operations Associate

Position Overview

We are seeking one to two Operations Associates to support its live event ticketing operations. This is not a basic customer service or queue-processing role. The ideal candidate is a sharp, dependable problem solver who can learn quickly, connect information across different scenarios, and make sound judgment calls when unexpected operational issues arise.

The Operations Associate will help manage time-sensitive ticket transactions involving sports, concerts, festivals, and other live events. The role requires someone who can remain composed under pressure, troubleshoot delivery issues, and determine the best available solution when standard processes do not fully address the situation.

Key Responsibilities

• Monitor and manage operational queues related to live event ticket transactions.
• Troubleshoot ticket delivery issues, incorrect listings, delayed transfers, replacements, and other transaction-related concerns.
• Assess unusual or escalated cases and determine the most appropriate resolution based on available tools, processes, and information.
• Apply critical thinking and sound judgment rather than relying solely on scripted procedures.
• Learn operational processes quickly and connect information across multiple workflows and scenarios.
• Escalate high-risk or complex cases when additional support or approval is required.
• Maintain accuracy while handling transactions with tight deadlines and high customer impact.
• Follow established quality standards, workflows, and operational procedures.
• Support the team in meeting service levels, performance metrics, and operational targets.
• Communicate clearly with team leaders and other internal stakeholders regarding case status, risks, and required actions.

Requirements

• Previous experience in operations, escalations, quality assurance, customer support, technical support, transaction processing, or a similar environment.
• Experience as a Quality Analyst, Team Leader, Senior Operations Associate, Escalations Specialist, Subject Matter Expert, or similar role is highly preferred.
• Strong critical-thinking, decision-making, and problem-solving abilities.
• Ability to remain calm and organized while resolving urgent or high-pressure situations.
• Strong attention to detail and the ability to identify inconsistencies or potential risks.
• Ability to learn new systems, workflows, and processes quickly.
• Strong written and verbal English communication skills.
• Comfortable working independently while knowing when to escalate concerns.
• Experience working with performance metrics, quality standards, or operational KPIs is an advantage.

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.

Benefits

• Opportunities for growth and advancement
• Competitive compensation package

Work Hours:

• Full-time
• EST/ PST business hours, Remote