Customer Experience & Ticket Operations Coordinator

Customer Experience & Ticket Operations CoordinatorFull-Time | Overland Park, KansasMust be available to work a flexible schedule including weekends, holidays and varying hours.About TFL (Tickets For Less)At TFL, we are passionate about creating Memories For Life for sports fans, music lovers and event goers across the country. We partner with sports properties, professional teams, college athletic departments, venues and fans to enhance the live event experience and drive attendance.As a Top 10 ticket reseller in the country, TFL offers employees a front-row seat into the fast-paced, ever-evolving ticketing industry. We pride ourselves on an open, collaborative culture where hard work meets fun.Headquartered in the greater Kansas City area, TFL has over 20 years of success with continued growth and expansion into markets like Tuscaloosa, AL and Omaha, NE, we're looking to add talented team members to #teamTFL.Job SummaryThe Customer Experience & Ticket Operations Coordinator plays a key role in delivering exceptional service while ensuring operational excellence across ticketing processes. This position blends customer support, ticket operations, and sales support, requiring strong attention to detail, problem-solving skills and a passion for live events.You will manage ticket orders, assist customers across multiple channels, maintain inventory accuracy, and collaborate with internal teams and marketplace partners to ensure seamless transactions.Key ResponsibilitiesDeliver best-in-class service to retail, marketplace and private-label customers via phone, email and in-person interactionsAssist customers with ticket purchases, delivery, access and issue resolutionManage and fulfill ticket orders accurately and in a timely mannerWork within Point-of-Sale and CRM systems (e.g., HubSpot) to process transactions and track customer interactionsMaintain and update ticket inventory across internal systems and external marketplacesCollaborate with partners such as StubHub, Vivid Seats and SeatGeek to resolve order issuesMonitor and respond to critical communications to ensure smooth order executionSupport revenue generation through direct customer interactions and promotion of offers and discountsExecute CRM strategies to enhance customer engagement and retentionEnsure proper documentation of all customer interactions and adherence to processesProactively identify fraud risks and follow security and payment handling proceduresContribute ideas to improve processes, efficiency and customer experienceWork cross-functionally with team members to achieve department and company goalsQualificationsBachelor's degree in Sports Management or a related field preferredExperience or internships in ticketing, sports, live entertainment, retail or hospitality preferredStrong verbal and written communication skillsExcellent organizational skills and attention to detailAbility to multitask and prioritize in a fast-paced environmentSelf-motivated with the ability to work independently and as part of a teamComfortable working under pressure and solving problems quicklyPassion for sports and/or live entertainmentCompensation & BenefitsCompetitive salaryDiscretionary performance bonuses401(k) with company matchUnlimited vacationMedical, dental and vision insuranceLong-term and short-term disabilityLife insurancePaid parental leaveCompany Perks$1,000 annual employee ticket creditEmployee referral programCasual dress codeCompany outings and access to premier live events (including suite experiences)Complimentary breakfast, lunch, snacks and beverages