Festival Team Lead Customer Support Operations

This is a Full Time Job

Member Summary:

Quick Summary (full description below):
Sundance Institute is hiring a Festival Team Lead, Customer Support Operations to manage customer inquiries and guide a team of support agents during the Sundance Film Festival. This temporary position requires experience in customer service and leadership skills.

• Years of Experience Required: Minimum 2 years (24 months)
• Experience Required: Working in a call center, customer service, administrative, or operational roles
• Salary: $20.32/hour
• Workplace Requirements: Fully remote, full-time from October 9, 2024, through February 4, 2025, with extended hours, evenings, weekends, and holidays as needed
• Education Requirements: Not mentioned
• Hard Skills Required: Customer service, team leadership, communication (verbal and written), problem-solving, technical support
• Soft Skills Required: Organization, attention to detail, patience, interpersonal skills, ability to work under deadlines
• Preferred Skills/Experience: Not mentioned

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Full Posting:

Festival Team Lead, Customer Support Operations
Location: Fully remote
Dates: October 9, 2024 - February 4, 2025

Position Overview:
The Festival Team Lead, Customer Support Operations is responsible for assisting patrons with support questions and guiding a team of Customer Support Agents and volunteers. Reporting to the Festival Manager of Customer Support, the Team Lead plays a key role in ensuring a seamless and enjoyable Festival experience for patrons by providing effective customer support.

Key Responsibilities:
• Answer and resolve customer inquiries regarding registration, Festival passes, ticket packages, and individual tickets, including technical support (browsers, compatibility, etc.)
• Support and guide Customer Support Agents, offering advice on problem resolution and monitoring ongoing issues
• Assist in scheduling and conducting customer support training sessions
• Collaborate with internal departments to create informational materials to assist with customer questions
• Generate content for the Festival Customer Support Manual and update it as needed
• Liaise with the credentials department to ensure timely processing of passes
• Proofread customer support communications (website copy, emails, marketing materials) for accuracy
• Communicate updates on customer support procedures and timelines to internal stakeholders
• Record important customer support deadlines and events on the ticketing timeline
• Monitor customer feedback and provide insights to improve processes
• Provide after-hours coverage during the 24/7 support operation during the Festival
• Escalate operational issues and employee concerns to the manager
• Write a comprehensive wrap report at the end of the assignment

Skills & Experience Required:
• Legal authorization to work in the U.S.
• Minimum 2 years of experience in a call center, customer service, administrative, or operational role
• Strong verbal, written, and interpersonal communication skills
• Excellent organizational skills and attention to detail
• Ability to work nights, weekends, and extended hours during events and deadlines

Success in the Role:
You will succeed if you provide outstanding customer support, effectively lead the support team, and foster a positive experience for patrons and team members. Your ability to communicate patiently and clearly with both internal teams and external patrons will be essential.

Compensation and Benefits:
• Hourly pay: $20.32
• Benefits include paid sick leave, Institute holidays, employee assistance program, wellness initiatives, and Sundance Film Festival passes