Ticketing Customer Service Lead (Temporary)

What You'll Do: Under the direction of the Recording Academy's Sr. Director, Ticketing & Event Operations, this role oversees daily ticketing customer service operations and administrative support for the 2027 Grammy Awards. Working closely with the ticketing management and administrative team, this position helps set daily priorities, optimizes customer service infrastructure, and ensures a seamless ticket-buying experience from request to confirmation. This role also includes general administrative support, such as scheduling meetings and processing internal and external ticket requests. Time Commitment 10/26/26 – 01/29/27 and 02/09/27 – 02/19/27: Monday–Friday, 9:00 AM – 6:00 PM (Remote)01/30/27 – 02/08/27: Including weekends with overtime hours (Onsite — Crypto.com Arena, Los Angeles, CA)

Key Responsibilities: Collaborate with ticketing management and admin team to identify, define, and align daily priorities and goals for ticketing-related customer service operations. Monitor and track key ticketing customer service metrics to identify trends, measure performance, and inform data-driven improvements. Help oversee Ticketing Admins' daily workflows, ensuring all customer inquiries are addressed accurately and resolved within a 24-hour turnaround goal. Optimize Freshdesk operations and train team members on ticketing policies and customer support best practices. Act as the primary liaison between the ticketing team and the Awards and Membership teams, proactively resolving cross-departmental issues and providing timely ticketing updates to keep all stakeholders informed. Support the Grammy ticket-buying experience from initial request through final confirmation. Assist guests at the ticket help desk during the Grammy Awards, serving as a key point of contact for stakeholders and ensuring the timely resolution of any issues that arise throughout the day of show.

Skills & Experience: High school diploma or equivalent required; some college preferred. Experience with Freshdesk or similar customer service platforms. Proficiency in Airtable and its integrated applications. Familiarity with various ticketing platform backends (e.g., Ticketmaster, Frontgate, AXS).Minimum two years of ticketing and/or event management experience required. Knowledge of or experience in the music industry is preferred. Ability to uphold and communicate company policy with professionalism and clarity. Comfortable troubleshooting in a fast-paced environment. Proficiency in Microsoft Office (Word, Excel, PowerPoint) and Adobe Acrobat. Experience supervising event staff. The hourly pay rate for this temporary, overtime-eligible position is $26.00–$28.00, depending on experience and qualifications. Physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is occasionally required to stand, walk, and sit for long periods of time, and work at a computer for long periods of time. The employee will be required to lift and/or move up to 60 pounds.