Ticketing Operations Specialist

At EFG (ESL FACEIT Group) we create worlds beyond gameplay where players and fans become community. We pride ourselves in having a corporate social responsibility which is that “IT’S NOT GG, UNTIL IT’S GG FOR ALL”. We are passionate about the culture we foster that ultimately helps to create and shape the world of esports, gaming tournaments, leagues, events and holistic ecosystems staged for our millions of players, fans and heroes.

Everything we do, from global esports tournaments and community-driven leagues to next-generation platforms and live events, is rooted in our passion, craftsmanship, and culture. With millions of players and fans around the world, we aim to shape the future of esports and gaming by building ecosystems that are inclusive, innovative, and enduring.

The Mission: "How do we sell in Esports?"

Core Responsibilities & What You Will Do

1. Event Launch & Platform Operations

• End-to-End Setup: Drive end-to-end ticketing setup and execution across both Owned & Operated (O&O) and publisher-led esports events.
• Platform Configuration: Configure and launch ticket waves, pricing tiers, promo codes, add-ons, and promotional campaigns across ticketing platforms, ensuring 100% backend accuracy.
• Launch Briefings: Deliver Event Launch Briefings and forms to Customer Support, marketing, and local event teams to guarantee frictionless, fully-aligned go-lives.

2. Onsite Venue & Access Management

• Entrance Logistics: Lead onsite entrance operations (gate logistics, scanner configuration, staff briefings, accreditation flow) to minimize queue times and friction.
• Fan Arrival Experience: Optimize the fan arrival experience to boost satisfaction and drive high repeat purchase rates for future events.
• Live Event Link: Act as the operational link between central commerce strategy and local venue teams during live event days.

3. Premium Inventory & Commercial Upsell

• Inventory Allocation: Manage and allocate premium channel inventories, including VIP packages, hospitality, early access, and merchandise bundles.
• Funnel Upselling: Execute dynamic upsell and cross-sell strategies throughout the customer purchase funnel to maximize yield and conversion.
• Pacing & Adjustments: Monitor sales pacing, adjusting inventory availability strategically based on real-time demand.

4. Customer Insights & Post-Mortem Analysis

• Escalations & Support: Partner directly with Customer Support to resolve second-tier ticket resolutions, identify recurring customer pain points, and compile updated FAQs for live events.
• Qualitative Data Analysis: Analyze qualitative feedback, combining ticket support trends with NPS survey sentiment to uncover actionable operational insights.
• Post-Mortem Retrospectives: Deliver Post-Mortem Retrospectives after major events, feeding data back to Product and Ops teams to continuously refine future events.

5. Process Optimization & Operational Excellence

• Workflow Management: Own Monday.com project workflows, maintaining strict data hygiene, tracking task dependencies, and ensuring cross-team visibility across inventory and project timelines.
• Automations & Improvements: Implement smart automations within project management tools to streamline execution and optimize daily team operational efficiency.
• Proactive Upgrades: Self-identify operational deficiencies and proactively suggest process improvements to the team and relevant stakeholders.

Requirements

• Proven Experience: Experience in Ticketing Operations, E-commerce Operations, Live Event execution, or Box Office/Access Management roles is strongly preferred (particularly in gaming).
• Technical & Analytical Proficiency: Advanced skills in Excel / Google Sheets (data manipulation, formulas, pivot tables) and proficiency in building clear presentations in PowerPoint / Google Slides.
• Data Hygiene & Detail Orientation: Demonstrated ability to analyze quantitative and qualitative data (NPS sentiment, support ticket volume) with a zero-error mindset for backend configurations.
• Communication & Onsite Operations: Strong verbal and written communication skills, with the ability to coordinate operational details smoothly with internal teams, local venue staff, and external suppliers.
• Problem-Solving under Pressure: Strong organizational skills with the ability to prioritize tasks independently and make quick, practical operational decisions on live event days.
• Languages: Fluent in English and at least one additional language.
• Mobility: Able and willing to travel internationally (potentially 3–4 events a year max).
• Esports Expertise: Extensive experience in esports at least as a player/spectator, preferably in Counter-Strike, Dota 2, or Call of Duty.

Nice to Have

• Platform & System Setup: Direct experience configuring (SaaS) ticketing backend engines (pricing waves, promo codes, gate access rules) and operating access control scanning hardware/software onsite.
• Tool Mastery: Hands-on experience with project management platforms (Monday.com or similar) and customer support/ticketing systems (Zendesk or similar).
• Commercial & Inventory Execution: Solid understanding of e-commerce mechanics, inventory allocation, and dynamic upsell/cross-sell execution (e.g., VIP bundles, add-ons).

Hypothetical Breakdown of the Role and Responsibilities

• Event Setup & Platform Launch Execution (O&O & Publisher): 35%
• Venue Entrance Operations & Onsite Access Support: 25%
• Premium Inventory Configuration & Upsell Execution: 20%
• Customer Support Alignment, NPS Analysis & Post-Mortem Reporting: 20%

Who You Are

• Clear Communicator: You are a strong communicator, capable of clearly coordinating complex operational details between internal teams, publisher partners, venue staff, and Customer Support.
• Commercial & Fan-Centric Mindset: You possess a commercial mindset and care deeply about the fan journey—ensuring a seamless purchasing process, maximizing upsell opportunities across premium products, and delivering smooth venue arrivals.
• Detail-Oriented & Organized: Highly organized and detail-oriented, you take pride in flawless backend platform configurations, zero-error data entry, and structured project tracking.
• Data-Curious: You enjoy digging into NPS feedback, support ticket trends, and entry queue metrics to implement practical operational fixes.
• Cool Under Pressure: You thrive in hands-on live event environments, keeping a cool head under pressure when managing gate flows, onsite access control, or live ticket launch waves.

Firmly rooted in our values, EFG is an affirmative action employer that celebrates being an equal opportunity workplace. Our unwavering commitment to fair employment extends to all individuals, regardless of their race, color, ancestry, religion, sex, national origin, age, sexual orientation, disability, citizenship, marital status, gender identity, or Veteran status.