Ticketing Operations Specialist – Systems & Guest Support

Museum of Ice Cream; Philippines; On-site; PHP 848,000 - 1,102,000; Full time

Job summary

Museum of Ice Cream is seeking a Ticketing Operations Specialist to support MOIC’s ticketing, OTA accounts, and guest support escalations. You will work with cross‑functional partners including Operations, Sales, Marketing, and Finance to ensure smooth ticketing, reporting, and process excellence.

Responsibilities include maintaining ticketing products, testing setups for new locations, handling pricing and inventory, managing OTA accounts, and supporting payment disputes.

Qualifications

• 1–2 years of experience in customer support, ticketing, reservations, attractions, hospitality, tourism, e‑commerce, travel, or a related operational environment
• Tech‑savvy and comfortable learning and working across multiple systems and platforms
• Strong attention to detail, organization, and problem‑solving skills
• Strong written and verbal English communication skills and the ability to collaborate effectively across departments and time zones.
• Strong attention to detail, organizational skills, and the ability to manage multiple requests and priorities independently.
• Experience managing products, pricing, schedules, inventory, availability, or promotions within a digital system.
• Strong troubleshooting and problem‑solving skills with the judgment to recognize when an issue requires escalation.

Responsibilities

• Maintain ticketing products, schedules, promotions, pricing, inventory, capacity, and availability based on approved business plans and operating guidelines
• Support ticketing setup and system testing for new locations, events, partnerships, promotions, and product launches
• Manage ticket availability and troubleshoot routine booking, pricing, inventory, promotional, and system issues
• Maintain OTA products, accounts, pricing, schedules, and availability, including routine booking adjustments, refunds, and operational requests
• Partner with Sales on group bookings, ticket availability, product setup, and event-related ticketing needs
• Respond to routine internal ticketing, booking, and availability questions and support Guest Support with escalated ticketing-related guest issues
• Monitor designated internal communication channels and provide timely support for ticketing and operational requests
• Assist with payment disputes, fraud-related documentation, case tracking, and other operational follow-up
• Provide operational ticketing support during unexpected closures, incidents, or other business disruptions, escalating financial, legal, safety-related, or high-risk matters as appropriate
• Provide backup coverage for critical ticketing and operational responsibilities to support business continuity across locations and teams
• Maintain recurring reports, operational trackers, and manual data updates to support visibility into ticketing and business performance
• Create and maintain Flowcodes, tracked URLs, UTM parameters, and third‑party business listings, ensuring location information remains accurate and current
• Create and maintain standard operating procedures, training materials, internal reference resources, and AI knowledge‑base content
• Support ticketing training, team check‑ins, and ongoing process education across relevant teams
• Identify recurring issues, trends, and operational inefficiencies and recommend process, documentation, or system improvements

Skills

Customer support

Ticketing

Reservations

Attractions

Hospitality

E-commerce

Travel

Multi-system proficiency

Attention to detail

English communication

Time-zone collaboration

Tools

OTA platforms

Payment platforms

CRM systems

Job description

Museum of Ice Cream is seeking a Ticketing Operations Specialist to support MOIC’s ticketing, OTA accounts, and guest support escalations. You will work with cross‑functional partners including Operations, Sales, Marketing, and Finance to ensure smooth ticketing, reporting, and process excellence.

Responsibilities include maintaining ticketing products, testing setups for new locations, handling pricing and inventory, managing OTA accounts, and supporting payment disputes.