Venue Support Specialist

Venue Support Specialist Location: Sydney, New South Wales Division: Field Operations Ticketmaster Australasia Line Manager: Venue Event Manager   Contract Terms: Casual | 7-day rotating roster, including weekends and public holidays as required.

The support and operations team is responsible for the delivery of exceptional ticketing service to clients (Venue & Promoter) through the effective management of client requirements. Working closely and collaboratively with both clients and internal stakeholders ensuring systems and process are delivered to ensure not only a positive client experience but also positive customer experience.  The support and operations team are key to maintaining a strong and connected client relationship and plays a critical role in the development and implementation of ticketing strategies to maximize sales. THE JOB The Venue Support Specialist plays a pivotal role in supporting the day-to-day operations of Ticketmaster venues and box offices. This role ensures seamless coordination between internal teams, venue staff, and clients, with a strong emphasis on box office operations, technology readiness, training, and ensuring venue operational excellence across a flexible seven-day roster, balancing operational planning in the office with on-site event delivery.

Liaise with Client Managers to confirm and verify event-specific details. Provide general venue support including coordination of operational logistics, troubleshooting on-site issues, and ensuring readiness of front-of-house areas. Assist with event build updates and ensure all relevant operational tasks are completed in preparation for event day. Ensure venue readiness including signage, accessibility, customer service standards, and front-of-house logistics. Support box office operations during small events or when covering staff leave. Ensure post-event reporting accurately reflects ticket sales and seat statuses. Prepare and submit post-event wrap reports, summarising operational outcomes, issues, and recommendations. Liaise directly with promoters when required to manage ticketing and operational needs Communicate with the Workforce Planning team to ensure adequate staffing levels for each event. Attend venue briefings, debriefings and any meetings that require Ticketmaster representative. Respond to ad-hoc roster changes, ensuring updates are accurately recorded and clearly communicated to staff and stakeholders. Lead onboarding for new employees, ensuring completion of all mandatory training specific to each venue. Coordinate ongoing learning and development for box office staff, venue staff and clients, ensuring proficiency in Ticketmaster systems and procedures. Arrange regular training sessions to maintain high standards of service and system knowledge. Oversee daily operations of venue box offices, ensuring compliance with Ticketmaster, venue, and promoter policies. Maintain and troubleshoot box office equipment and software. Ensure accurate balancing and banking of floats and ticket sales. Manage ticket printing and distribution for patrons and clients. Conduct pre-event venue technology checks to ensure all systems are functioning correctly (e.g., ticketing terminals, scanners, printers, network connectivity). Collaborate with IT and technical teams to resolve system issues and implement updates. Stay informed of Ticketmaster system developments and ensure timely rollout and staff training. Participate in testing and feedback cycles for new technology features or hardware deployments at venues. In collaboration with the Venue Event Manager and wider Venue Support team develop and document box office policies and procedures in consultation with relevant stakeholders. Make recommendations to senior management regarding box office operations and improvements. Ensure compliance with venue contracts, particularly clauses related to box office operations. Supervise box office staff,