Ticketing Customer Service Lead (Temporary)

Recording Academy; Santa Monica (CA); Hybrid; USD 36,000 - 39,000; Full time

Job summary

The Recording Academy seeks an event professional to support the 2027 Grammy Awards through the Ticketing & Event Operations team. You will oversee daily ticketing customer service, optimize workflows, and help ensure a seamless buying experience from request to confirmation.

This role requires collaboration with internal teams, strict adherence to policies, and the ability to manage multiple priorities in a fast-paced environment.

Qualifications

• High school diploma or equivalent; some college preferred.
• Experience with Freshdesk or similar customer service platforms.
• Proficiency in Airtable and its integrated applications.
• Familiarity with ticketing platform backends (e.g., Ticketmaster, Frontgate, AXS).
• Minimum two years of ticketing and/or event management experience.
• Knowledge of or experience in the music industry is preferred.

Responsibilities

• Collaborate with ticketing management and admin team to identify, define, and align daily priorities and goals for ticketing-related customer service operations.
• Monitor and track key ticketing customer service metrics to identify trends, measure performance, and inform data-driven improvements.
• Help oversee Ticketing Admins' daily workflows, ensuring all customer inquiries are addressed accurately and resolved within a 24-hour turnaround goal.
• Optimize Freshdesk operations and train team members on ticketing policies and customer support best practices.
• Act as the primary liaison between the ticketing team and the Awards and Membership teams, proactively resolving cross-departmental issues and providing timely ticketing updates to keep all stakeholders informed.
• Support the Grammy ticket-buying experience from initial request through final confirmation.
• Assist guests at the ticket help desk during the Grammy Awards, serving as a key point of contact for stakeholders and ensuring the timely resolution of any issues that arise throughout the day of show.

Skills

Freshdesk

Airtable

Ticketing platforms

Microsoft Office

Adobe Acrobat

Event staff supervision

Customer service

Attention to detail

Education

High school diploma

Some college

Tools

Freshdesk

Ticketmaster

Frontgate

AXS

Job description

This is a temporary position with an anticipated end date of February 19, 2027.WHO WE'RE LOOKING FORThe Recording Academy's ticketing department is seeking an event professional who's passionate about delivering seamless fan experiences to support the 2027 Grammy Awards. The ideal candidate has ticketing operations experience, sharp attention to detail, and thrives managing multiple priorities in a fast-paced environment. They're a natural collaborator who partners with internal teams to resolve issues, improves the ticket-buying experience, and communicates clearly with staff and customers alike.This role requires a flexible schedule, with availability for overtime, holidays, and weekends. Travel to Los Angeles, CA during Grammy week is required.WHAT YOU'LL DOUnder the direction of the Recording Academy's Sr. Director, Ticketing & Event Operations, this role oversees daily ticketing customer service operations and administrative support for the 2027 Grammy Awards. Working closely with the ticketing management and administrative team, this position helps set daily priorities, optimizes customer service infrastructure, and ensures a seamless ticket-buying experience from request to confirmation. This role also includes general administrative support, such as scheduling meetings and processing internal and external ticket requests.TIME COMMITMENT10/26/26 – 01/29/27 and 02/09/27 – 02/19/27: Monday–Friday, 9:00 AM – 6:00 PM (Remote)01/30/27 – 02/08/27: Including weekends with overtime hours (Onsite — Crypto.com Arena, Los Angeles, CA)KEY RESPONSIBILITIESCollaborate with ticketing management and admin team to identify, define, and align daily priorities and goals for ticketing-related customer service operations.Monitor and track key ticketing customer service metrics to identify trends, measure performance, and inform data-driven improvements.Help oversee Ticketing Admins' daily workflows, ensuring all customer inquiries are addressed accurately and resolved within a 24-hour turnaround goal.Optimize Freshdesk operations and train team members on ticketing policies and customer support best practices.Act as the primary liaison between the ticketing team and the Awards and Membership teams, proactively resolving cross-departmental issues and providing timely ticketing updates to keep all stakeholders informed.Support the Grammy ticket-buying experience from initial request through final confirmation.Assist guests at the ticket help desk during the Grammy Awards, serving as a key point of contact for stakeholders and ensuring the timely resolution of any issues that arise throughout the day of show.SKILLS & EXPERIENCEHigh school diploma or equivalent required; some college preferred.Experience with Freshdesk or similar customer service platforms.Proficiency in Airtable and its integrated applications.Familiarity with various ticketing platform backends (e.g., Ticketmaster, Frontgate, AXS).Minimum two years of ticketing and/or event management experience required.Knowledge of or experience in the music industry is preferred.Ability to uphold and communicate company policy with professionalism and clarity.Comfortable troubleshooting in a fast-paced environment.Proficiency in Microsoft Office (Word, Excel, PowerPoint) and Adobe Acrobat. Experience supervising event staff.The hourly pay rate for this temporary, overtime-eligible position is $26.00–$28.00, depending on experience and qualifications.PHYSICAL DEMANDS FOR CERTAN ROLESThe physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.While performing the duties of this job, the employee is occasionally required to stand, walk, and sit for long periods of time, and work at a computer for long periods of time.The employee will be required to lift and/or move up to 60 pounds.ABOUT THE RECORDING ACADEMY AND ITS AFFILIATESRECORDING ACADEMYThe Recording Academy represents the voices of performers, songwriters, producers, engineers, and all music professionals. Dedicated to ensuring the recording arts remain a thriving part of our shared cultural heritage, the Academy honors music's history while investing in its future through the Grammy Museum, advocates on behalf of music creators, supports music people in times of need through MusiCares, and celebrates artistic excellence through the Grammy Awards—music's only peer-recognized accolade and highest achievement. As the world's leading society of music professionals, we work year-round to foster a more inspiring world for creators.LATIN RECORDING ACADEMYThe Latin Recording Academy is an international, membership-based organization comprised of Spanish- and Portuguese-speaking recording artists, musicians, songwriters, producers and other creative and technical recording professionals. The organization is dedicated to improving the quality of life and cultural condition for Latin music and its makers. In addition to producing the Latin Grammy Awards to honor excellence in the recorded arts and sciences, The Latin Recording Academy provides educational and outreach programs for the Latin music community either directly or through its Latin Grammy Cultural Foundation.LATIN GRAMMY CULTURAL FOUNDATIONThe Latin Grammy Cultural Foundation is a charitable organization established by the Latin Recording Academy in 2014. The organization is dedicated to creating opportunities for the next generation of Latin music creators through scholarships, educational programs, grants, and access to creators and industry executives.MUSICARESA friend and ally of the music community, MusiCares was established by the Recording Academy to safeguard the health and well-being of all music people. A four-star charity and safety net in times of need, MusiCares offers confidential preventative, recovery, and emergency programs to address financial, medical, and personal health issues. Through the generosity of our donors and volunteer professionals, our dedicated team works across the country to ensure the music community has the resources and support it needs.GRAMMY MUSEUMThe Grammy Museum is a nonprofit organization dedicated to celebrating and exploring music from yesterday and today to inspire the music of tomorrow through music preservation, education, exhibitions, and public programming and aims to create a world in which shared love of music sparks curiosity, creativity, and community. Programs include Grammy in the Schools education programs that are offered year-round for students, teachers, and schools throughout the United States.EQUAL OPPORTUNITYThe Recording Academy, its affiliates, and the music industry have a strong culture of inclusion and respect for everyone. The Recording Academy makes intentional, courageous, and principled decisions for stronger business outcomes and ensures that all creators and professionals live and work in a fair and safe environment. It is the Recording Academy's policy to provide equal employment opportunities for all applicants and employees. The Recording Academy does not discriminate on the basis of race (nor traits historically associated with race, including, but not limited to hair texture and protective hairstyles), color, religion (including religious dress and grooming), creed, sex (including pregnancy, childbirth or related medical conditions), national origin, ancestry, age, physical disability, mental disability, medical condition, family care status, military or veteran status, marital status, sexual orientation, gender, gender identity, gender expression, genetic information or any other characteristic protected by law. The Recording Academy will make reasonable accommodations for qualified individuals with known disabilities unless doing so would result in an undue hardship to the Recording Academy. This policy governs all aspects of employment, including selection, job assignment, compensation, promotion, discipline, termination, access to benefits and training, recruitment, hiring, transfer, and social and recreational programs.