ESL FACEIT Group on cord

ESL FACEIT Group

Ticketing Operations Specialist

External position
London, UK
Hiring internally for ESL FACEIT Group?
Internet
We create worlds beyond gameplay where players and fans become community.
Posted
2 weeks ago
Checked
cord regularly checks that external positions are still open
12 hours ago

Skills & Experience

Job roles: Operations
Experience level: Mid
Core skills considered: Business Analysis, Customer service, Customer support, Project Management, Communication software
Other skills considered: CRM, Data Analysis, Escalations handling, Process management, Stakeholder Management

Logistics

Base salary: Undisclosed
Some companies on cord are unable to disclose salaries publicly due to internal company policies. Message the company for salary information.
Employment type: Permanent
Remote working: On-site
Visa sponsorship: Not available

Job Description

The Ticketing Operations Specialist will be responsible for executing day-to-day ticketing operational setups, venue access support, and premium sales inventory configurations across both Owned & Operated (O&O) events and publisher partnerships. Working closely with the rest of the Consumer Commerce team, this role ensures seamless backend setup, frictionless gate entry, and effective execution of commercial upsell tactics. You will also work cross-functionally with Customer Support, Marketing, Product, and local venue teams to ensure flawless event launches, operational alignment, and actionable post-event data reporting.

In this full-time role, you will take direct operational ownership of our ticketing lifecycles across both our Owned & Operated (O&O) events and publisher partnerships. You will bridge backend inventory setup, onsite entrance operations, and commercial upsell strategies - ensuring seamless fan entry, maximizing revenue across channels, and driving high repeat purchase rates, all while gathering critical data to continuously improve our products.


Core Responsibilities & What You Will Do

1. Event Launch & Platform Operations

  • Drive end-to-end ticketing setup and execution across both Owned & Operated (O&O) and publisher-led esports events.
  • Configure and launch ticket waves, pricing tiers, promo codes, add-ons, and promotional campaigns across ticketing platforms, ensuring 100% backend accuracy.
  • 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

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

3. Premium Inventory & Commercial Upsell

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

4. Customer Insights & Post-Mortem Analysis

  • Partner directly with Customer Support to resolve second-tier ticket resolutions, identify recurring customer pain points, and compile updated FAQs for live events.
  • Analyze qualitative feedback, combining ticket support trends with NPS survey sentiment to uncover actionable operational insights.
  • 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

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

Requirements

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

Nice to Have

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

Who You Are

  • You are a strong communicator, capable of clearly coordinating complex operational details between internal teams, publisher partners, venue staff, and Customer Support.
  • 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.
  • Highly organized and detail-oriented, you take pride in flawless backend platform configurations, zero-error data entry, and structured project tracking.
  • You enjoy digging into NPS feedback, support ticket trends, and entry queue metrics to implement practical operational fixes.
  • 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.
Ticketing Operations Specialist at ESL FACEIT Group
Position posted 2 weeks ago

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Starling Bank on cord

Starling Bank

Full Stack Engineer (ML Ops)

London, UK
FinTech · Banking · Finance
A better bank for everyone
Active
over 6 months ago
Responds to
0% of requests
Responds in
1h 55m
Requests
7 pending

Skills & Experience

Job roles: Full Stack
Experience level: Mid, Senior
Core skills considered: Java, React, Redux, AWS, JavaScript

Logistics

Base salary: £70K - £110K
Employment type: Permanent
Remote working: Hybrid (up to 2 remote days p/w)
Visa sponsorship: Not available

Job Description

Starling is the UK’s first and leading digital bank on a mission to fix banking! Our vision is fast technology, fair service, and honest values. All at the tap of a phone, all the time.

Starling is the UK’s first and leading digital bank on a mission to fix banking! We built a new kind of bank because we knew technology had the power to help people save, spend and manage their money in a new and transformative way.

We’re a fully licensed UK bank with the culture and spirit of a fast-moving, disruptive tech company. We’re a bank, but better: fairer, easier to use and designed to demystify money for everyone. We employ more than 3,000 people across our London, Southampton, Cardiff and Manchester offices.

Our technologists are at the very heart of Starling and enjoy working in a fast-paced environment that is all about building things, creating new stuff, and disruptive technology that keeps us on the cutting edge of fintech. We operate a flat structure to empower you to make decisions regardless of what your primary responsibilities may be, innovation and collaboration will be at the core of everything you do. Help is never far away in our open culture, you will find support in your team and from across the business, we are in this together!

The way to thrive and shine within Starling is to be a self-driven individual and be able to take full ownership of everything around you: From building things, designing, discovering, to sharing knowledge with your colleagues and making sure all processes are efficient and productive to deliver the best possible results for our customers. Our purpose is underpinned by five Starling values: Listen, Keep It Simple, Do The Right Thing, Own It, and Aim For Greatness.

Hybrid Working

We have a Hybrid approach to working here at Starling - our preference is that you're located within a commutable distance of one of our offices so that we're able to interact and collaborate in person. We don't like to mandate how much you visit the office and work from home, that's to be agreed upon between you and your manager.

Our Data Environment

Our Data teams are excited about the value of data within the business, powers our product decisions to improve things for our customers and enhance effective and agile decision making, regardless of what their primary tech stack may be. Hear from the team in our latest blogs or our case studies with Women in Tech.

We are looking for talented data professionals at all levels to join the team. We value people being engaged and caring about customers, caring about the code they write and the contribution they make to Starling. People with a broad ability to apply themselves to a multitude of problems and challenges, who can work across teams do great things here at Starling, to continue changing banking for good.

Requirements

We have built our entire banking platform in house and mostly in Java. We are looking for people who want to work on building the tooling that is used by our engineers on a daily basis.

We are looking for people who are truly full stack, and are as comfortable polishing their javascript front end as they are debugging the innards of their java applications database interactions, or standing up infrastructure with terraform. We are looking for people who can:

  • Design REST apis.
  • Code backend services, ideally using Java, or another other server side compiled language.
  • Develop modern front ends, ideally using React and Redux.
  • Get their code into the cloud and support it there, ideally on AWS.
  • Believe in clean coding, simple solutions, automated testing and continuous deployment.
  • Like to take ownership of a feature from the original idea through to live.
  • Think (like us) that a small number of empowered developers is the right way to deliver software.

Company Benefits

  • 33 days holiday (including flexible bank holidays)
  • An extra day’s holiday for your birthday
  • 16 hours paid volunteering time a year
  • Part-time and/or flexible hours available for most roles
  • Salary sacrifice, company enhanced pension scheme
  • Life insurance at 4x your salary
  • Hybrid/remote working
  • Private Medical Insurance with VitalityHealth including mental health support and cancer care. Partner benefits include discounts with Waitrose, Mr&Mrs Smith and Peloton
  • Generous family-friendly policies
  • Varied social groups set up and run by our employees
  • Perkbox membership giving access to retail discounts, a wellness platform for physical and mental health, and weekly free and boosted perks
  • Access to initiatives like Cycle to Work, Salary Sacrificed Gym partnerships and Electric Vehicle (EV) leasing

Full details are available on our careers site

Interview Process

Interviewing is a two way process and we want you to have the time and opportunity to get to know us, as much as we are getting to know you! Our interviews are conversational and we want to get the best from you, so come with questions and be curious. In general you can expect the below, following a chat with one of our Talent Team:

  • Stage 1 - 30 mins with one of the team
  • Stage 2 - Take home challenge
  • Stage 3 - 90 mins technical interview with two team members
  • Stage 3 - 45 min final with an executive and a member of the people team
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