Operations Associate – TodayTix, Australia

About TodayTix Group

TodayTix is on a mission to find a seat for everyone. We believe that when theatres are full, creators, communities and audiences thrive

Partnering with over 2,000 theatres, producers, and cultural institutions globally across 15 cities including New York, London, San Francisco and Australia, we bring unparalleled inventory to an expansive consumer ecosystem of over 1,000 media and travel sites. From our consumer brands like TodayTix and Show-Score, to Expedia, TimeOut, and LastMinute.com, we meet theatregoers where they are, at the right time.

In January 2019, TodayTix launched in Australia, offering exclusive digital access to Harry Potter and the Cursed Child’s ‘Friday Forty’ lottery tickets in Melbourne and the first-ever mobile Rush tickets to West Side Story on Sydney Harbour in March.

TodayTix is a one-stop-shop that’s not one-size-fits-all. Our team customises our approach with each partner to accomplish their goals via seamless integration with our easy-to-navigate tech, data-driven inventory distribution, and expert marketing strategies. TodayTix Group has more than 2.5 million active monthly users and has sold 35 million tickets to over 20,000 shows. And it’s just the beginning.

About the team and role

As a member of the Australian customer service and operations team, you will report directly to our Director of Partnerships, Australia, also based in Melbourne. This role is responsible for our customer-facing operations including assisting guests with ticketing inquiries, services issues, and a base level of technical support via phone, chat, and email correspondence.

Please note this is initially a casual work-from-home position with the opportunity to grow into a more permanent part-time role upon theatre’s return in our Australian markets. 

Responsibilities:

• Proactively respond to customer service queries from our guests via phone, email, and chat.
• Represent the TodayTix brand in a professional, courteous manner.
• Support our operations and technical requirements including show builds, ticketing allocations,  and our partner on-sales through our in-house ticketing platform (app + website).
• Assist with monitoring inventory levels and ticket allocations to ensure they’re adequate to meet demand/support promotions.
• Assist to create show listings and routinely update to reflect current show imagery and offerings
• Coordinate with TodayTix technical and product teams about tech-related updates and troubleshooting for clients including (but not limited to) our API functionality
• Support and contribute to guest loyalty and “Surprise and Delight” programs.
• Meet predetermined KPI targets to ensure consistency in service across various Australian markets.
• Collaborate and communicate with our global Operations and Guest Services team to complete projects as needed and provide exemplary service to our clients and TodayTix customers.
• Other administrative tasks and projects as required by the Director of Partnerships

 Qualifications:

• Previous customer service and/or ticketing experience a must, ideally in the theatre and live performance industry
• A thorough understanding of a great guest experience with a new brand
• A genuine love for and up-to-date knowledge of the Australian and global theatre industry.
• Proficiency in Microsoft Office and Google Suite
• Excellent oral and written communication skills
• Highly organised and attentive to detail
• A ‘can do’ attitude, meticulous attention to detail, the ability to multitask, a high level of accountability and inventive problem-solving skills. 
• Team player
• Familiarity with Freshdesk and/or Tessitura is a plus
• Previous experience working from home preferred

Bonus Qualifications:

• Box Office, Ticketing, or Theatre Administration background
• Proficiency in Freshdesk and/or Tessitura
• Photoshop skills an extra bonus
• Open/flexible availability
• Multilingual

This is a casual position initially, with the opportunity to expand to a permanent part-time position in the future. Located in Melbourne. 

Compensation commensurate with experience.