Fan Operations, US

Tixel • Los Angeles, CA

5h • Hybrid

About The Position

Born out of a passion for fairness and unforgettable experiences, Tixel is changing the game. We’re a rapidly growing ticket marketplace transforming live entertainment and making a real impact by giving fans fearless flexibility to discover and access events they love. Our mission? To become the world’s most trusted live event marketplace.
You thrive in fast-moving environments and love bringing structure to complexity. You’re sharp with systems, confident in the detail, and quick to spot what’s not working. You don’t wait around for direction - you take ownership, jump between priorities with ease and follow things through properly. You’re all about making things run smoother, smarter, and stronger every day.
Working closely with our Global Head of Marketplace Experience (based in Australia) and the US Commercial team, you’ll play a key role in maintaining the operational accuracy and day-to-day performance of the marketplace.
This is a hands-on, roll-up-your-sleeves kind of role. You’ll be in the systems, across the data, and all over the details - making sure events are set up right, tickets land safely in fans’ hands, and any risks are spotted early.
You’ll help shape how fans experience Tixel every single day while keeping the marketplace healthy and humming. It’s a chance to level up your marketplace ops skills and grow with us as we expand across the US.

Requirements

• Strong Technical Aptitude: You’re comfortable navigating systems, diagnosing issues, and troubleshooting integrations independently. You pick up new tools quickly and can clearly define technical problems and know your way around Google Sheets or Excel.
• Analytical & Structured: You use data to guide decisions, spot patterns early, and identify operational risks before they escalate. You can translate metrics to identify areas for improvement in our operations.
• High Attention to Detail: You hold a high bar for accuracy and consistency. You catch configuration gaps, inconsistencies, and edge cases before they impact fans.
• Comfortable in Execution: You enjoy being hands-on in the mechanics of a marketplace. You’re energised by running and improving systems, and you follow through to resolution rather than leaving things half done.
• Ownership & Initiative: You take pride in doing things properly and following issues through to resolution. You’re confident working independently, know when to escalate, and don’t wait around when something needs action.
• AI-Enabled Problem Solving: You’re comfortable using AI tools to move faster and think better - whether that’s analysing data, pressure-testing ideas, writing clearer documentation, or exploring root causes. You see AI as a practical assistant, not a shortcut.
• Clear & Direct Communicator: You articulate issues, risks, and solutions clearly across teams and time zones. You write structured, actionable problem statements that help Engineering and Commercial teams move quickly. You’re strong in async communication and can drive clarity and momentum without needing a meeting for everything.
• Agile & Adaptable: You’re comfortable jumping between tasks and shifting priorities as the day unfolds. When plans change or something unexpected pops up, you can recalibrate, and focus on what matters most.
• Operational Accountability: You understand that live marketplaces don’t operate on a 9–5 schedule. When high-impact issues arise, you step in, stay level-headed, and work cross-functionally to resolve them fast - always with the fan experience front of mind.

Responsibilities

• Ticket Fulfilment & Integration Monitoring
• Own the day-to-day flow of ticket delivery to fans across both integrated and non-integrated events. You’ll keep a close eye on delivery pipelines, flag at-risk orders early, and monitor partner integrations to make sure everything is running smoothly and reliably.
• Event Day Monitoring & Operational Support
• Be across marketplace performance when it matters most - as gates open on event day. You’ll proactively spot fulfilment or access issues, quickly get to the root of the problem, and work cross-functionally to keep the fan experience seamless from purchase to entry.
• Event Configuration
• Set up and maintain event pages with precision and care. You’ll ensure everything is technically sound and accurate, troubleshoot inconsistencies, flag bugs, and continuously refine the structure to create a smooth buying and selling experience for fans.
• Fraud Monitoring & Dispute Reduction
• Stay one step ahead by monitoring listings and sales patterns to detect suspicious activity. You’ll take action to mitigate risk and partner with other teams to reduce disputes and refund drivers, helping to keep Tixel safe and fair for everyone.
• Marketplace Performance Monitoring
• Track marketplace performance metrics, identify trends and operational risks, and contribute insights that help us to strengthen both fan experience and overall marketplace health.
• Operational Support & Systems Improvement
• Jump in during high-volume or time-sensitive periods to keep things moving. You’ll troubleshoot issues hands-on, identify root causes, and document clear, actionable summaries for relevant teams to review and implement fixes.
• On-the-Ground Event Support
• Provide in-person operational support at key US festivals and events when needed. You’ll support box office teams with Tixel processes, assist with last-minute resales or ticket transfers, and help resolve access or check-in issues in real time - working closely with the US Commercial team to determine where your presence makes the biggest impact. This role requires flexibility and a willingness to work outside standard hours when events demand it, including weekends.

Benefits

• You'll be a part of a fast-paced, high-energy global team aligned with the love of music and live events.
• Real ownership: your work will directly shape the future of Tixel’s product and growth in the US
• We work hard, but we have fun. Otherwise, what's the point?
• We’re committed to building a team that embraces diverse perspectives and creating an inclusive environment where everyone feels valued and empowered.
• We have flexible working arrangements - we are more focused on whether people are accountable and getting sht done - not how long their Slack status has been green.
• You’ll get an extra personal day off every month, affectionately known as TDOs (Tixel Day Off)
• We offer a monthly ticket allowance because live gigs are awesome and we want you testing the product as much as possible
• Once a year, we bring the entire global team together in one location for our Company Summit. A dedicated week to collaborate in person, strengthen relationships, and align on what we’re building next.
• We will invest in your development with access to a ‘level-up’ allowance and make it our priority to help you achieve your career objectives.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed