Ticketing Operations Lead – Remote (Grammy Week)

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

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.