Ticketing Operations Specialist

Victory Live Ticket Fulfillment Specialist

Victory Live is a private equity-backed technology company aimed at maximizing distribution and yield for live event ticket inventory. We provide an end-to-end software platform for the live ticketing industry, managing thousands of sports, theater, and live music event tickets on behalf of artists, promoters, teams, venues, and professional resellers. Victory Live's comprehensive offerings include an established B2B marketplace along with both a full-service and an automated SaaS platform to handle all elements of the ticket sales lifecycle, from ingestion to sales fulfillment.

The Position

This role is responsible for managing the day-to-day ticket fulfillment process. The role supports our Partners, Travel Agents, and Customers via phone and email, and provides technical assistance related to various API integrations with partner and automation platforms. This position combines customer service, operational support, and system management. The ideal candidate thrives in a high-volume, time-sensitive environment and delivers exceptional service. This is a full-time, exempt position reporting to the Operations Coordinator. The role is in-office at our Buckhead, Atlanta location and requires a set schedule of 2:00 - 11:00PM, including at least one weekend day.

Responsibilities

• Execute daily fulfillment processes and protocols
• Utilize all primary ticketing systems (Ticketmaster, SeatGeek, AXS, etc) to deliver tickets to buyers
• Process end-customers in both the purchasing and fulfillment of ticket orders (digital, print, and physical) for concerts, festivals, sports, theater, and other live events in accordance with event and client-specific protocols
• Apply marketplace policies to orders, and handle claims protocols for all buyers reporting order issues
• Understand the unique (Ticket Evolution) service offerings
• Support the concierge/travel department to source and quote inventory to convert sales
• Prioritize and respond to e-mails and phone calls in a fast-paced environment
• Assist our Clients with a variety of requests, including researching and resolving common issues
• Escalate client requests to appropriate teams or individuals when necessary
• Build sustainable, trusting relationships with our Clients through open and interactive communication
• Follow up on client requests to reach a satisfactory resolution
• Leverage software to complete client requests
• Collaborate with peers across all departments to improve the overall Member experience
• Meet or exceed department standards for quality of service

Requirements

• Outstanding attention to detail
• Strong verbal and written communication skills, including the ability to support upset or frustrated clients with professionalism and empathy
• Excellent organizational, administrative, and interpersonal skills
• Comfortable working in a collaborative team environment
• Able to prioritize multiple tasks with minimal guidance and proactively identify and resolve issues
• Able to quickly learn and effectively utilize new software
• Identifying gaps in our supply of inventory in advance of an event
• Ability to conduct quick, thorough research to troubleshoot errors
• Ability to leverage software and resources to manage tasks effectively
• Professional demeanor; able to perform well in high-pressure situations

Technical Qualifications

• High school diploma and 2+ years of relevant experience, or an Associate's degree from an accredited institution
• Proficiency with Microsoft Office Suite and Google Workspace (Chrome, Gmail, Google Docs, Google Sheets)
• Strong problem-solving, research, and analytical capabilities
• Proficient computer and typing skills
• Flexibility to work nights and weekends as needed to meet business demands

Preferred Qualifications

• Bachelor's degree from an accredited institution and at least 1 year of related experience
• Experience working in primary or secondary ticketing platforms or box office operations

Victory Live is an equal opportunity employer. We are committed to equal employment opportunity regardless of race, color, ethnicity, ancestry, religion, creed, sex, national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, gender expression, Veteran status, or another other characteristic protected by state, local or federal law.