Lead Ticket Fulfillment Specialist

Tickets365; Philippines; Remoto; PHP 600.000 - 900.000; Tempo integral

Resumo da vaga

Tickets365 is seeking an experienced Lead Ticket Fulfillment Specialist to oversee the accurate and timely fulfillment of orders across multiple marketplaces and platforms. You will guide the fulfillment team, manage daily workflows, and resolve escalations while maintaining clear cross-department communication.

The role requires leadership, meticulous attention to detail, and the ability to make quick decisions in a fast-paced environment.

Qualificações

• Experience in a lead or supervisory role within the ticketing industry.
• Knowledge of ticket purchasing, transfers, inventory management and delivery methods.
• Excellent written communication via email and chat platforms.
• Strong attention to detail and ability to identify errors before orders are fulfilled.
• Able to manage multiple priorities and make timely decisions in a fast-paced environment.
• Proven troubleshooting and problem-solving skills.
• Ability to enforce detailed operating procedures and coach team members.

Responsabilidades

• Accurately process and fulfill ticket orders across multiple platforms and marketplaces.
• Lead the fulfillment team's daily workflow and ensure timely completion of orders.
• Serve as primary point of contact for guidance and approvals.
• Monitor open orders, backlogs, delayed transfers, and purchasing errors.
• Prioritize urgent orders while maintaining routine workflow.
• Review order info, inventory, ticket details, delivery methods, and customer requirements.
• Perform quality-control checks for ticket purchases, transfers, and delivery.
• Troubleshoot complex delivery, inventory, account, payment issues.
• Escalate and own issues until resolved or escalated appropriately.
• Maintain clear communication with team, management, and other departments.
• Provide updates on delays, unavailability, or at-risk orders.
• Train, onboard, and coach new and existing fulfillment staff.
• Reinforce procedures, documentation, and best practices.
• Identify bottlenecks and propose practical improvements.
• Maintain organized records of orders, transfers, escalations, and communications.

Conhecimentos

Leadership

Ticketing expertise

Organization

Communication

Problem solving

Training & coaching

Escalation handling

Multitasking

Ferramentas

Ticketing platforms

Inventory management systems

PDF delivery

Descrição da vaga

Position Overview

We are seeking an experienced, highly organized Lead Ticket Fulfillment Specialist to join our operations team.

This is a hands-on leadership position responsible for overseeing the accurate and timely fulfillment of ticket orders across multiple marketplaces and ticketing platforms. The Lead Ticket Fulfillment Specialist will actively process orders while guiding the fulfillment team, managing daily workflows, resolving escalated issues, and maintaining clear communication across departments. This role will be expected to work 40 hours a week, mostly based on EST time.

The ideal candidate has direct ticketing-industry experience, strong leadership skills, exceptional attention to detail, and the ability to make sound decisions in a fast-paced, time-sensitive environment.

Key Responsibilities

• Accurately process and fulfill ticket orders across multiple ticketing platforms and marketplaces.
• Lead the fulfillment team’s daily workflow, ensuring orders are assigned, purchased, transferred, and completed within required timeframes.
• Serve as the primary point of contact for fulfillment specialists who require guidance, assistance, or approval.
• Monitor open orders, backlogs, delayed transfers, replacement requests, purchasing errors, and other fulfillment concerns.
• Prioritize urgent and time-sensitive orders while ensuring routine orders continue to move through the fulfillment process.
• Review order information, inventory availability, ticket details, delivery methods, and customer requirements before fulfillment.
• Perform quality-control checks to ensure the correct tickets are purchased, transferred, documented, and delivered.
• Troubleshoot complex ticket delivery, inventory, account, payment, and platform-related issues.
• Act as an escalation point for fulfillment-related questions and take ownership of issues until they are resolved or escalated appropriately.
• Maintain clear, timely, and professional communication with team members, management, support staff, and other internal departments.
• Provide accurate updates regarding delayed, unavailable, or at-risk orders.
• Help train, onboard, mentor, and coach new and existing fulfillment team members.
• Reinforce company procedures, documentation requirements, quality standards, and fulfillment best practices.
• Identify recurring errors, workflow bottlenecks, and training opportunities, then recommend practical improvements.
• Maintain accurate and organized records of fulfilled orders, ticket transfers, escalations, support requests, and team communications.
• Assist management with monitoring team performance, productivity, accuracy, attendance, and adherence to established procedures.
• Help maintain consistent coverage and workflow during high-volume periods, weekends, holidays, presales, and onsales when required.

Leadership Expectations

The Lead Ticket Fulfillment Specialist is expected to:

• Remain calm and decisive during high-volume or high-pressure situations.
• Take ownership of the team’s active workload and ensure no order is overlooked.
• Provide clear direction without waiting for management to identify every issue.
• Hold team members accountable while remaining professional, fair, and supportive.
• Communicate problems early and provide the information needed for quick decisions.
• Lead by example through reliability, accuracy, urgency, and consistent adherence to company procedures.
• Balance hands-on fulfillment responsibilities with team oversight and operational problem-solving.

Required Qualifications

• Problem solving skills.
• Previous experience in the ticketing industry, including ticket brokerage, marketplace fulfillment, ticket sales, box-office operations, or a closely related role.
• Previous experience in a lead, senior, supervisory, or team-management position.
• Strong working knowledge of ticket purchasing, inventory management, transfers, mobile tickets, ticket links, PDFs, and other common delivery methods.
• Excellent written communication skills, particularly through email and workplace chat platforms.
• Strong attention to detail and the ability to identify errors before they affect an order.
• Proven ability to manage multiple priorities and make timely decisions in a fast-paced environment.
• Strong troubleshooting, organization, and problem-solving skills.
• Ability to follow, explain, and enforce detailed operating procedures.
• Dependable, self-motivated, and comfortable working independently with limited supervision.
• Ability to coach team members, provide constructive feedback, and maintain accountability.
• Availability to support the operational schedule required by the business.