Festival Team Lead, Customer Support Operations

 

POSITION OVERVIEW

The Festival Team Lead, Customer Support Operations assists patrons with their support questions and helps to guide a team of Customer Support Agents and volunteers.

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Working closely under the direction of the Festival Manager, Customer Support, the Festival Team Lead, Customer Support Operations furthers Sundance Institute’s commitment to providing all of our patrons with a first-class Festival experience, allowing them to seamlessly enjoy and experience the work of our independent artists.

This temporary position works full-time from Wednesday, October 4, 2023 through Tuesday, January 30, 2024 and will be required to work extended hours, including some evenings, weekends, and holidays to meet key deadlines and respond to on-call needs as assigned. This is a fully remote position that does not require any onsite work duties.

Top priorities include but are not limited to…

• Answering and resolving customer questions regarding registration, purchasing Festival passes, ticket packages, individual tickets and providing technical support (browsers, compatibility, computer settings, etc.).

• Assisting the Manager in providing support and guidance to the Customer Support Agents, including providing advice on effective problem resolution and monitoring any issues.

• Scheduling and helping to conduct trainings related to customer support.

• Collaborating with internal departments to create informational one sheets to assist with customer questions.

• Generating content for the Festival Customer Support Manual and coordinating with other departments and external contacts to ensure accurate information is published.

• Reviewing existing Festival training manuals and conducting updates, as necessary.

• Liaising with passholders and the credentials department to ensure adherence to transfer, photo, and other deadlines to ensure credentials can be processed in a timely manner.

• Proofing customer support communications (website copy, emails, marketing materials, printed copy, etc.) to ensure information is accurate prior to publication.

• Communicating updates to customer support products, procedures, dates, etc. promptly to internal stakeholders.

• Recording customer support deadlines and important date markers on the overarching ticketing timeline.

• Actively listening to customer feedback, identifying patterns or trends, and providing valuable insights to the relevant teams for product or process improvement.

• Providing after-hour coverage of customer support to cover a 24/7 support operation during the Festival.

• Escalating operational and employee issues to manager immediately.

• Writing a comprehensive written wrap report, as directed.

You have the following direct or transferable skill sets:

• Legal authorization to work in the United States.

• 2 years experience working a call center, customer service, administrative, operational, or related work.

• Outstanding verbal, written, and interpersonal communication skills to work effectively with a variety of people.

• Excellent organizational skills and attention to detail.

• Ability to work nights and weekends around events and key deadlines.

You will be successful in this role if you…

• Help patrons have the best Festival experience possible by assisting with customer support and answering or escalating their inquiries.

• Help the Manager lead a team of employees and volunteers to provide the best customer support possible, fostering success for each team member.

• Demonstrate patience and understanding in all communications with internal stakeholders and external constituents.

In addition to an hourly pay of $20.32, this position is eligible for benefits & perks, highlights include:

• Paid sick leave and Institute holidays
• Employee assistance program
• Employee Wellness Initiatives
• Sundance Film Festival passes and benefits (varies each year)

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