Ticketing Operations Specialist

Victory Live; Atlanta (GA); On-site; USD 42,000 - 58,000; Full time

Job summary

Victory Live in Atlanta, GA is seeking a detail-oriented specialist to manage day-to-day ticket fulfillment. You will support Partners, Travel Agents, and Customers by phone and email, and assist with API integrations and platform workflows.

In-office role with evening and weekend availability, you will handle orders for concerts and events, collaborate across teams, and ensure timely delivery and high service quality in a fast-paced environment.

Qualifications

• Proficiency in Microsoft Office and Google Workspace.
• Strong verbal and written communication skills.
• Excellent organizational and interpersonal skills.
• Able to prioritize multiple tasks and learn new software quickly.
• Willingness to work evenings and weekends as needed.
• Experience with research to troubleshoot issues is a plus.
• Familiarity with ticketing platforms preferred.

Responsibilities

• Execute daily fulfillment processes and protocols.
• Utilize primary ticketing systems (Ticketmaster, SeatGeek, AXS) to deliver tickets.
• Process end-customers in both purchasing and fulfillment of orders.
• Apply marketplace policies and handle claims for buyers.
• Understand the Ticket Evolution service offerings.
• Support concierge/travel department to source and quote inventory.
• Prioritize and respond to emails and calls in a fast-paced environment.
• Assist clients with requests and resolve issues through research.
• Escalate client requests to appropriate teams when necessary.
• Build relationships with clients through open communication.
• Follow up to ensure satisfactory resolutions and close requests.
• Collaborate across departments to improve the member experience.
• Meet or exceed department standards for quality of service.

Skills

Microsoft Office

Google Workspace

Verbal communication

Written communication

Organizational skills

Interpersonal skills

Time management

Problem solving

Team collaboration

Night/weekend availability

Education

Bachelor’s degree

Tools

Ticketing platforms

Job description

ABOUT VICTORY LIVE

Victory 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 POSITION

This 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, non-exempt position reporting to the Operations Coordinator. The role is 100% in-office at our Buckhead, Atlanta location and requires evening and weekend availability.

RESPONSIBILTIES

• Execute daily fulfillment processes and protocols
• Utilize all primary ticketing systems (Ticketmaster, SeatGeek, AXS, etc) to deliver tickets to buyers
• Process 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 protocols
• Apply marketplace policies to orders, and handle claims protocols for all buyers reporting order issues
• Understand the unique (Ticket Evolution) service offerings
• Support the concierge/travel department to source and quote inventory to convert sales
• Prioritize and respond to e-mails and phone calls in a fast-paced environment
• Assist our Clients with a variety of requests, including researching and resolving common issues
• Escalate client requests to appropriate teams or individuals when necessary
• Build sustainable, trusting relationships with our Clients through open and interactive communication
• Follow up on client requests to reach a satisfactory resolutionLeverage software to complete client requests
• Collaborate with peers across all departments to improve the overall Member experience
• Meet or exceed department standards for quality of service

REQUIREMENTS

What we’re looking for

• Proficiency with Microsoft Office Suite and Google Workspace (Chrome, Gmail, Google Docs, Google Sheets)
• Strong verbal and written communication skills
• Excellent organizational, administrative, and interpersonal skills
• Comfortable working in a collaborative team environment
• Able to prioritize multiple tasks with minimal guidance and proactively identify and resolve issues
• Able to quickly learn and effectively utilize new software
• Ability to conduct quick, thorough research to troubleshoot errors
• Professional demeanor; able to perform well in high-pressure situations
• Strong problem-solving, research, and analytical capabilities
• Flexibility to work nights and weekends as needed to meet business demands

Preferred Qualifications

• Bachelor’s degree from an accredited institution
• Experience 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.