Join ProHyrPH, Build a Career with Purpose and Impact
At ProHyrPH, we don’t just fill roles, we build careers rooted in excellence, integrity, and impact. As a proudly Philippine-based outsourcing partner, we bring world-class professionalism to global ticketing operations, driven by the values of precision, collaboration, and innovation.
We are a team of thinkers, doers, and problem-solvers who value growth, creativity, and adaptability. Whether you’re detail-driven or a natural leader, your talents will find room to shine and evolve here. Our diverse team thrives in a culture that rewards curiosity, initiative, and teamwork.
If you’re looking for more than just a job, if you want to be part of a company where your contributions matter and your growth is supported, then you belong at ProHyrPH.
Let’s shape the future of global events, together.
Explore your potential. Empower your purpose.
Ticketing & Operations Team Leader Associate/Team Lead
Department: Operations / Ticketing
Reports To: Ticketing Operations Associate Operations Manager
Employment Type: Full-Time
We are seeking a highly motivated and experienced Ticketing Operations & Support Team Lead/Team Lead Associate to join our dynamic team. In this role, you will guide individuals towards achieving company goals and promoting a positive team culture. You will cultivate an atmosphere of collaboration and communication while equipping team members with the necessary tools for success. You’ll also strategize and implement initiatives to enhance team performance, productivity, and quality of work in the company.
- Set the tone for the team and create a positive and productive work environment.
- Motivate and inspire team members, fostering a sense of collaboration and accountability.
- Transform a group of individuals into a cohesive and high-performing team where each member feels valued and supported.
- Identify and leverage team members’ strengths and suggest scope for improvement.
- Adapt to changing situations and make strategic decisions to ensure the team’s success.
1. Team Leadership & Daily Oversight
- Set clear objectives, define team roles, and align members with operational goals and client expectations
- Provide hands-on guidance to team members involved in ticket purchasing, account setup, and administrative tasks
- Serve as the point of escalation for real-time issues including purchasing errors, technical problems, or client-related concerns
- Monitor attendance, leave requests, and adherence to schedules; implement performance interventions when necessary
- Support onboarding, mentoring, and continuous training of team members in alignment with SOPs and client workflows
2. Ticket Purchasing & Account Management
- Actively purchase tickets for various events across platforms such as Ticketmaster, AXS, Etix, and secondary marketplaces, based on assignments and demand forecasts
- Participate in time-sensitive drops, presales, and Verified Fan events, coordinating closely with leadership to manage high-volume purchasing
- Maintain and reset passwords, verify account details, and ensure accounts are secure and properly configured (e.g., addresses, payment methods, contact details)
- Set up and manage ticketing accounts, proxies, browser profiles, and virtual cards to enable effective ticket buying
- Monitor account activity to ensure compliance with platform policies, identifying and minimizing risks proactively
3. Administrative & Technical Coordination
- Perform and oversee administrative tasks such as account setup, configuration, and documentation
- Maintain up-to-date internal trackers for login credentials, event assignments, and ticket purchases
- Provide first-level technical support for login issues, proxy failures, and other access problems
- Escalate unresolved or complex technical concerns to the Technology team, ensuring timely resolution and documentation
- Assist in testing tools, implementing system updates, and coordinating improvements across platforms
4. Client & Ticket Broker Coordination
- Serve as the primary point of contact for assigned ticket broker clients, ensuring seamless communication and service delivery
- Oversee inventory allocations, purchasing instructions, exclusivity terms, and fulfillment in collaboration with internal teams
- Track and report on broker-specific KPIs, task volume, and performance updates to senior leadership
- Coordinate onboarding, invoicing, and ongoing support for broker accounts, identifying areas for operational improvement
5. Monitoring, Issue Resolution & Reporting
- Actively monitor ticket buying operations during high-volume events and take immediate action on disruptions
- Troubleshoot purchasing account issues, proxy errors, payment failures, and browser access challenges
- Identify and report discrepancies in listings, account behavior, and purchase confirmations
- Prepare and present performance reports covering team efficiency, client satisfaction, issue resolution trends, and ticket sales
- Highlight operational risks, inefficiencies, or areas for optimization, recommending actionable solutions
6. Cross-Functional Collaboration & Continuous Improvement
- Maintain effective communication with HR, IT, Finance, Customer Success, and upper management to address operational and personnel needs
- Contribute to the development and refinement of SOPs, workflows, and training resources tailored to specific clients and tools
- Support special initiatives, audits, and cross-team projects as needed to drive continuous improvement and innovation across operations
7. Other Responsibilities
- Perform any additional tasks, duties, or special projects as assigned by ProHyrPH’s Operations leadership or management team. These may include work beyond the scope outlined above and are expected to support the broader goals and priorities of the organization.
Experience and Leadership
- Minimum of 1 to 2 years of relevant experience in roles such as ticketing, customer service, procurement, logistics, or administrative support
- 2 to 3 years of prior experience in a leadership or supervisory capacity, ideally within operations, service delivery, or client-facing environments
- Proven ability to lead, coach, and motivate teams, manage shifting priorities, and consistently meet operational targets in high-pressure environments
- Solid understanding of team management principles, workflow optimization, and operational best practices
Communication and Interpersonal Skills
- Strong verbal and written communication skills, with the ability to collaborate effectively across departments and with external stakeholders
- Skilled in providing clear direction, delivering constructive feedback, and handling team or client-related escalations professionally
- Adept at coordinating with multiple stakeholders while ensuring alignment, service quality, and accountability
Professionalism and Decision-Making
- High level of professionalism, integrity, and discretion in handling sensitive tasks and information
- Capable of making sound decisions and exercising strong judgment in dynamic and time-sensitive situations
Technical Proficiency
- Proficient in Microsoft Office tools, including Excel (for data tracking, reporting, and use of formulas), Word (for documentation), and Outlook (for email and scheduling)
- Proficient to excellent in using Google Workspace applications, including Google Sheets, Google Docs, and Gmail, to support efficient, collaborative workflows and ensure consistency across team operations.
- Confident in navigating online systems and quickly learning new tools, platforms, or technologies
Educational Background and Credentials
- A bachelor’s degree in business, operations, management, or a related field is preferred
- Certifications in leadership, operations management, or project management are considered an advantage
Ticketing & Operations Support Associate
Department: Operations / Ticketing
Reports To: Ticketing Operations Team Lead or Team Lead Associate
Employment Type: Full-Time
We are looking for a Ticketing & Operations Support Associate to join our fast-growing team. In this role, you will be instrumental in supporting high-volume ticket procurement, order fulfillment, and operational coordination. You’ll work across multiple platforms to ensure timely purchases, maintain clear documentation, and help streamline internal workflows. This is an excellent opportunity for someone with a sharp eye for detail, a proactive mindset, and the ability to thrive in a fast-paced environment.
- Ensure accurate and timely ticket purchasing and order fulfillment across multiple clients and platforms.
- Maintain well-organized documentation, trackers, and systems to support data accuracy and operational transparency.
- Collaborate with internal teams to resolve issues, support high-priority projects, and drive a strong team culture.
- Provide first-level troubleshooting and escalate technical issues to minimize disruptions.
- Contribute ideas and feedback to continuously improve processes, workflows, and team efficiency.
1. Ticket Purchasing & Account Management
- Purchase tickets for various events across platforms such as Ticketmaster, AXS, Etix, and secondary marketplaces, based on assignments and demand forecasts.
- Participate in presale signups, including Verified Fan and other limited-access events.
- Coordinate with supervisors and team leads to manage high-volume drops and time-sensitive sales.
- Maintain and reset passwords, verify account details, and ensure purchasing accounts are functional and secure (e.g., address, payment methods, contact info).
- Set up and configure accounts, proxies, browser profiles, and virtual cards to support ticket buying operations.
- Monitor account performance and activity to ensure compliance with platform policies and minimize risk.
2. Administrative Support & Technical Coordination
- Perform administrative tasks including account setup, configuration, and documentation.
- Keep internal trackers accurate and current, covering event assignments, login credentials, and ticket purchase records.
- Coordinate closely with supervisors and admin leads for large-scale projects, urgent tasks, or escalated concerns.
- Provide first-level technical support for login issues, proxy errors, or account access problems.
- Escalate unresolved technical issues to the Technology team and assist in follow-up until resolved.
3. Ticket Buying, Monitoring & Issue Resolution
- Monitor ticket buying operations in real time and flag any issues, especially during high-volume sales events.
- Troubleshoot problems related to purchasing accounts, proxies, payment failures, or browser access.
- Coordinate with internal teams and vendors to address disruptions that affect ticket procurement.
- Identify and report discrepancies in event listings, purchase confirmations, or account status.
- Handle escalations related to ticket buying activities with professionalism and urgency.
4. Communication, Documentation & Continuous Improvement
- Maintain consistent communication across teams to ensure alignment in all ticket buying operations.
- Collaborate with Clients, POCs, Customer Success Managers, and the Technology team to support daily operations and special initiatives.
- Maintain and update trackers for tickets, accounts, and technical tools.
- Develop and maintain standard operating procedures (SOPs) and training materials tailored to each client’s systems and workflows.
- Contribute to operational improvements and support additional projects or responsibilities as assigned.
5. Other Responsibilities
- Perform any additional tasks, duties, or special projects as assigned by ProHyrPH’s Operations leadership or management team. These may include work beyond the scope outlined above and are expected to support the broader goals and priorities of the organization.
Education and Experience
- Must be a Senior High School graduate. A college degree is an advantage.
- Open to fresh graduates.
- With at least one (1) year of experience in a related or similar role such as customer service, administrative support, ticketing, procurement, logistics, or operations.
- Familiarity with ticket marketplaces or the events and ticket resale industry is an advantage.
Communication and Collaboration
- Excellent verbal and written communication skills, with the ability to coordinate clearly, confidently, and professionally with internal teams and external clients.
- Responsive to client needs through scheduled video calls, impromptu discussions, and real-time chat communication.
- Customer service experience is a plus, particularly in handling inquiries or coordinating with multiple stakeholders.
Attention to Detail and Judgment
- High level of attention to detail and accuracy, especially when handling sensitive information or financial transactions.
- Strong sense of responsibility and risk awareness when working with payment systems, account credentials, and time-sensitive processes.
- Professional, dependable, and capable of exercising sound judgment when resolving issues or making decisions.
Adaptability and Work Ethic
- Flexible and adaptable, with the ability to shift priorities quickly and stay focused in a fast-paced, high-pressure environment.
- Reliable under pressure and able to manage multiple tasks effectively.
Technical Skills
- Basic computer skills, including the use of keyboard shortcuts, are required.
- Proficient in Microsoft Office tools including Excel (for data analysis, reporting, and use of functions and formulas), Word (for document creation and formatting), and Outlook (for professional email communication and calendar management).
- Proficient in Google Workspace applications, including Google Sheets (for collaborative data tracking, reporting, and formula-based automation), Google Docs (for structured content creation and real-time collaboration), and Gmail (for professional communication and inbox management). Must be comfortable navigating and utilizing these tools independently and within team environments to support seamless, efficient workflows across projects.
- Comfortable navigating online systems and learning new tools or platforms efficiently.
Problem-Solving and Continuous Improvement
- A proactive, problem-solving mindset focused on improving workflows, maintaining service quality, and minimizing errors.
If you’re interested in joining our team or have questions about our hiring process, feel free to reach out. We’d love to hear from you!