Live Operations & Fan Experience Lead

BLOOMBRIGHT IS HIRING FOR AN AMERICAN TECH COMPANY!

About the role

The Lead runs the day-to-day shift for one combined team that handles both Fan Experience (FE) and Live Event Monitoring (WMT). The role makes sure every fan ticket is answered on time and every scheduled live event is monitored, posted and escalated per SOP.

The Lead is the first point of escalation for specialists on shift. They lead from the floor: they assign coverage, handle complex tickets and live-event issues, coach specialists and report results to the Operations Manager.

Scope & decision authority

• Leads a team of Live Operations & Fan Experience Specialists across opening, mid and closing shifts.
• Assigns specialists to the FE queue, event monitoring, ingest stream start/stop and NLV photo checks on each shift.
• Approves breaks, shift swaps and short-notice coverage changes; recommends leave approval to the Operations Manager.
• Resolves escalated fan tickets within policy; recommends refunds and policy exceptions to the Operations Manager.
• Escalates live-event issues to HQ PMs, Logistics, Engineering and Event Directors using the Tagging Guide.
• Recommends coaching, recognition and corrective action for specialists.

Key responsibilities: Fan Experience

• Manage the FE queue in Zendesk every shift. Keep first response time, resolution time and CSAT within target, and clear aging or escalated tickets.
• Handle escalated and complex fan cases: subscriptions, event passes, account access, billing questions and stream complaints.
• Review refund requests for accuracy and route them to the Operations Manager for approval, with the event outcome checked (uncovered courts, games not streamed).
• Link stream-related tickets to the matching event and confirm the issue with the WMT side of the team before replying to the fan.
• Make sure specialists apply the correct macros, tags and sub-tags (including Event ID where required) on every ticket.
• Spot repeat ticket drivers by event, venue and issue type, and flag them to the Operations Manager.
• Route sensitive cases (chargebacks, BBB or formal complaints, fraud, legal threats, privacy and content-removal requests) to the Operations Manager right away; never admit liability.
• Keep FE macros, cheat sheets and policy notes current, and brief the team when they change.

Key responsibilities: Live Event Monitoring (WMT)

• Confirm at the start of each shift that every scheduled event in the WOW sheet has an assigned specialist, including standard, ClassicX, decentralized, NLV and ingest events.
• Make sure equipment checks run 15 minutes before first games and stream checks 5 minutes before game time in SMP.
• Make sure every scheduled event is posted in the Event Status Update channel, including events with setup, internet or camera issues. No event is left unposted.
• Respond first to operational Slack queries. Verify who, what, when and where before posting, and close the loop on every open issue.
• Escalate issues to the right HQ partner and channel per the Tagging Guide (PMs, Logistics, Engineering, Event Directors, NLV Ops).
• Guide specialists through remote troubleshooting with Site Leads and POCs: iPad and i1 devices, Teamwork App, internet box, Pixellot and HD kits.
• Assign primary and backup operators for ingest stream start/stop and cover breaks and handoffs in Slack.
• Lead solutions for equipment shortages (spare devices from nearby venues), unresponsive Site Leads (DNU flags), first-time and problematic venues, cancellations and delays.
• Oversee NLV setup photo checks and follow-ups within 30 minutes of event start.
• Inform the team before any R&D or tool test so issues are not misreported, and document bugs and fixes with Engineering.
• Make sure every issue is logged and closed in the Support Log before the end of each weekend.

People, quality & reporting

People leadership

• Build shift rosters with the Operations Manager so FE and WMT are both covered, with extra staff on peak weekends.
• Check clock-ins, punctuality and shift adherence; arrange backups for absences so no queue or event goes uncovered.
• Cross-train specialists so each one can handle both fan tickets and event monitoring.
• Run weekly documented coaching: ticket reviews, Slack-update reviews and 1:1s, with action plans tracked to completion.
• Onboard new specialists on tools, SOPs, the Tagging Guide and troubleshooting guides.

Quality & reporting

• Audit a sample of tickets and Slack posts each week against QA and SOP standards.
• Prepare inputs for the weekly WMT Key Issues report and Support Log analysis after each weekend.
• Report FE queue health, attendance and coaching outcomes to the Operations Manager weekly.
• Lead pre-weekend briefings and post-weekend huddles on SOP updates, venue risks and lessons learned.

Qualifications

Required

• Bachelor's degree in any field, or equivalent work experience.
• 3+ years in customer support or operations, including at least 1 year as a team leader, supervisor or senior agent.
• Experience leading shift-based or weekend teams in a fast-paced environment.
• Working knowledge of subscription billing, refunds and handling escalated customers.
• Strong written English for Slack updates and fan replies; clear, calm communicator with US-based teams.
• Comfortable with remote technical troubleshooting (devices, apps, internet).
• Proficient in Zendesk (or similar), Slack, Google Workspace and spreadsheets; quick to learn internal tools (AA, SMP, Teamwork, WOW sheet, Support Log).
• Flexible to work 5 consecutive days with Friday to Sunday onsite, shifts within 6:00 PM to 2:00 PM Manila time, and rest days on weekdays only.

Preferred

• Experience in live-streaming, sports or event operations.
• Experience with Stripe, Braintree or other recurring billing tools.
• Experience with QA audits, coaching programs or tool testing.

What we offer

• Competitive benefits.
• Hands-on exposure to live sports operations and HQ partners in the US.

We are an equal opportunity employer and welcome applicants from all backgrounds.

Pay: From Php50,000.00 per month

Work Location: Hybrid remote in Taguig

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