Festival Manager, Customer Support Operations

Job Description

POSITION OVERVIEW

The Festival Manager, Customer Support Operations, is charged with the planning, implementation, and daily operations of the Customer Support department which facilitates customer support inquiries, for the Sundance Film Festival. The Manager leads answering and resolving all patron inquiries, primarily through the customer support platform, Zendesk. This position will manage a large team of seasonal employees to assist with facilitating operations, processes, and functions related to customer support.

Working closely under the direction of the Manager, Ticketing Operations, the Festival Manager, Customer Support Operations supports Sundance Institute’s commitment to providing patrons with the best possible experience of the Festival’s many digital and in-person offerings.

This temporary position works full-time from Wednesday, September 25, 2024 through Friday, February 14, 2025 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:
• Managing the Customer Support department for the Sundance Film Festival to ensure patrons are provided with timely resolution to their questions.
• Answering and resolving customer questions regarding registration, purchasing Festival passes, ticket packages, and individual tickets and providing technical support (browsers, compatibility, computer settings, etc.).
• Managing a team of seasonal employees, including providing direction, feedback, and support to ensure employees understand responsibilities and are effective in their roles.
• Updating, creating, and distributing customer support and user manuals for various internal departments, employees, and volunteers.
• Monitoring incoming customer support Zendesk tickets and tracking ticket resolution.
• Providing a weekly email to leadership highlighting current customer support issues and responses.
• Proofing all patron communications including: website copy, emails, and marketing materials to ensure accurate information is being relayed to the public.
• Processing refunds and swaps routing to the ticketing manager for pre-authorization.
• Auditing and tracking registrations and refunds made through customer support.
• Ensuring accurate information is recorded and updated to customer accounts, including cancellations or exchanges, customer information, and shipping information.
• Ensuring updates to products and procedures are communicated in a timely manner to all internal stakeholders.
• Communicating and documenting operational, employee, or other problems as appropriate.
• Reviewing content in the Festival Customer Service Manual and coordinating with other departments and external contacts to ensure accurate information is published.
• Completing a comprehensive written wrap report, as directed.

You have the following direct or transferable skill sets:
• Legal authorization to work in the United States.
• 3 years operational planning and implementation experience or related.
• Leadership skills with a background that includes managing people.
• Outstanding verbal, written, interpersonal communication skills to work effectively with a variety of people.
• Excellent organizational skills including ability to self-manage a work schedule.
• Ability to maintain confidential information.
• Ability to mitigate conflict and facilitate positive customer relations.
• Experience working with Zendesk or a similar customer support software.

You will be successful in this role if you:
• Help patrons have the best Festival experience possible by ensuring efficient resolution of issues and providing customer support.
• Effectively lead a team of employees who demonstrate a commitment to providing comprehensive support to Festival patrons.
• Demonstrate patience in all interactions with external and internal constituents

In addition to a weekly pay of $1,069.62, 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)

Jobcode: Reference SBJ-d9m8bk-18-117-74-47-42 in your application.