Ticketing Operations Associate (Nights and Weekends)
Introduction to Vivid Seats
Vivid Seats is a leading online marketplace for tickets to sports, concerts, and theater events. We are committed to providing a seamless and enjoyable experience for our customers, and we are looking for a talented and motivated individual to join our team as a Ticketing Operations Associate. In this role, you will play a critical part in managing seller ticket fulfillment using our Skybox Point of Sale (POS) system, providing support for sellers and marketplaces, and developing expert-level knowledge of our systems and processes.
The Opportunity
The Ticketing Operations Associate will be responsible for partnering with the operations team to manage seller ticket fulfillment, provide support for sellers and marketplaces, and develop expert-level knowledge of our Skybox POS system. This is a unique opportunity to build your communication skills, negotiation tactics, and problem-solving skills on a fast-paced and motivated team. You will be working in a hybrid model, combining remote work with time in our office, and will be required to work occasional nights, weekends, and some holidays.
Key Responsibilities
- Establish and maintain business relationships with new and existing sellers and marketplaces
- Assist sellers and marketplaces with the buying and selling of tickets
- Monitor queues to ensure timely fulfillment of all sales and maintain accuracy of tickets
- Troubleshoot technical issues related to order processing and data exchange
- Communicate externally through phone calls and emails, responding in a timely manner
Role Expectations and Progression
In the first 30, 90, and 180 days, you can expect to:
30 Days
- Complete new hire orientation, gaining the resources you need to be successful
- Learn how ticket marketplaces operate and how you'll contribute to providing great experiences for our customers
- Acclimate to team and company norms, business objectives, and Vivid Seats values
- Learn our internal POS system Skybox
- Familiarize and understand the Ticket Fulfillment process
90 Days
- Contribute to our approaches, methods, or technologies to support overall business goals and drive team efficiencies
- Maintain, harvest, and aid internal and external relationships to achieve progress and advance objectives
- Achieve thorough comprehension of our Fulfillment team practices, including but not limited to ticket fulfillment, inventory listing creation, and inbound inquiries
- Attain complete knowledge of the third-party automation technology used for fulfillment
180 Days
- Apply methods to execute individual tasks that positively impact the team
- Play an active role in continued learnings to advance skill sets necessary for team goals
- Master understanding of all client accounts and marketplaces
- Problem-solve complex ticket fulfillment issues
What You'll Bring
To be successful in this role, you will need:
- Outstanding communication, attention to detail, and organizational skills
- Strong problem-solving and issue resolution skills
- Strong client management and negotiation skills
- Assertive and professional demeanor
- Ability to think proactively and manage time effectively
- Ability to work independently
- Flexible schedule with the ability to work occasional nights, weekends, and some holidays
Skills and Competencies
In addition to the above requirements, we are looking for individuals with:
- Excellent communication and interpersonal skills
- Strong analytical and problem-solving skills
- Ability to work in a fast-paced environment and prioritize tasks effectively
- Strong attention to detail and ability to maintain accuracy
- Ability to work independently and as part of a team