Ticketing Operations Specialist

ABOUT VICTORY LIVEVictory 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 POSITIONThis 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. RESPONSIBILTIESExecute daily fulfillment processes and protocolsUtilize all primary ticketing systems (Ticketmaster, SeatGeek, AXS, etc) to deliver tickets to buyersProcess 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 protocolsApply marketplace policies to orders, and handle claims protocols for all buyers reporting order issuesUnderstand the unique (Ticket Evolution) service offeringsSupport the concierge/travel department to source and quote inventory to convert salesPrioritize and respond to e-mails and phone calls in a fast-paced environmentAssist our Clients with a variety of requests, including researching and resolving common issuesEscalate client requests to appropriate teams or individuals when necessaryBuild sustainable, trusting relationships with our Clients through open and interactive communicationFollow up on client requests to reach a satisfactory resolutionLeverage software to complete client requestsCollaborate with peers across all departments to improve the overall Member experienceMeet or exceed department standards for quality of serviceREQUIREMENTSWhat we're looking forOutstanding attention to detailStrong verbal and written communication skills, including the ability to support upset or frustrated clients with professionalism and empathyExcellent organizational, administrative, and interpersonal skillsComfortable working in a collaborative team environmentAble to prioritize multiple tasks with minimal guidance and proactively identify and resolve issuesAble to quickly learn and effectively utilize new softwareIdentifying gaps in our supply of inventory in advance of an eventAbility to conduct quick, thorough research to troubleshoot errorsAbility to leverage software and resources to manage tasks effectivelyProfessional demeanor; able to perform well in high-pressure situationsTechnical QualificationsHigh school diploma and 2+ years of relevant experience, or an Associate's degree from an accredited institutionProficiency with Microsoft Office Suite and Google Workspace (Chrome, Gmail, Google Docs, Google Sheets)Strong problem-solving, research, and analytical capabilitiesProficient computer and typing skillsFlexibility to work nights and weekends as needed to meet business demandsPreferred Qualifications Bachelor's degree from an accredited institution and at least 1 year of related experienceExperience 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.

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