Ticketing Operations Specialist

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MUSEUM OF ICE CREAM

WebsiteLinkedInAll Job Openings

201 - 500 employees

🏨 Hospitality

🍽️ Food & Beverage

✈️ Travel

💰 Series A on 2019-09

Hospitality • Food & Beverage • Travel

MUSEUM OF ICE CREAM is a unique destination blending the fun of a theme park with the charm of a museum, offering interactive and immersive experiences centered around the theme of ice cream. It provides a magical adventure with 14+ interactive playscapes, unlimited ice cream treats, and exclusive desserts like the ice cream hotdog. Visitors can dive into world-famous attractions such as the iconic sprinkle pool, indulge in sweets and cocktails at an onsite cafe, and purchase unique products to extend the magic of their visit. Located in major cities like New York City, Chicago, Austin, Miami, Boston, and Singapore, the Museum of Ice Cream creates unforgettable experiences that celebrate ice cream and local cultures.

📋 Description

• Maintain ticketing products, schedules, promotions, pricing, inventory, capacity, and availability according to approved plans and guidelines • Support ticketing setup and system testing for new locations, events, partnerships, promotions, and product launches • Manage ticket availability and troubleshoot booking, pricing, inventory, promotional, and system issues • Maintain OTA products and accounts, including pricing, schedules, availability, booking adjustments, refunds, and operational requests • Partner with Sales on group bookings, ticket availability, product setup, and event-related ticketing needs • Respond to internal ticketing, booking, and availability questions and support Guest Support with escalated ticketing issues • Monitor internal communication channels and provide timely support for ticketing and operational requests • Assist with payment disputes, fraud-related documentation, case tracking, and operational follow-up • Provide ticketing support during closures, incidents, and business disruptions, escalating financial, legal, safety-related, or high-risk matters • Provide backup coverage for critical ticketing and operational responsibilities • Maintain recurring reports, operational trackers, and manual data updates • Create and maintain Flowcodes, tracked URLs, UTM parameters, and third-party business listings • Create and maintain SOPs, training materials, internal reference resources, and AI knowledge-base content • Support ticketing training, team check-ins, and process education • Identify recurring issues, trends, and inefficiencies and recommend process, documentation, or system improvements

🎯 Requirements

• 1–2 years of experience in customer support, ticketing, reservations, attractions, hospitality, tourism, e-commerce, travel, or a related operational environment • Tech-savvy and comfortable learning and working across multiple systems and platforms • Strong attention to detail, organization, and problem-solving skills • Strong written and verbal English communication skills • Ability to collaborate effectively across departments and time zones • Ability to manage multiple requests and priorities independently • Experience managing products, pricing, schedules, inventory, availability, or promotions within a digital system • Strong troubleshooting and problem-solving skills, with judgment to recognize when escalation is required • Experience supporting U.S.-based customers, teams, or business operations preferred • Comfort using spreadsheets and recurring reports preferred • Experience with OTA platforms, online distribution channels, payment disputes, fraud review, or payment platforms preferred • Experience creating process documentation, SOPs, training materials, or internal knowledge resources preferred • Availability for agreed U.S. business-hour overlap and occasional evening or weekend support based on business needs preferred

🏖️ Benefits

• Temporary 6-month contract with potential to extend • 40 hours per week, with occasional overtime as needed • Equal opportunity employer valuing diversity