Broadway Subscription Specialist

Johngore; United States; On-site; USD 32,000 - 34,000; Full time

Benefits offered by this job

Vacation and Holiday Pay

Health & Welfare Benefits

401(k) retirement plan

Job summary

The John Gore Organization in the United States is seeking a Broadway Subscription Specialist to deliver exceptional guest service across the Broadway Across America network. This role focuses on helping guests with tickets, inquiries, and service across 24 cities.

You will manage day-to-day ticketing, renewals, exchanges, upgrades and inquiries using Archtics and Tessitura, building lasting relationships with guests in a dynamic team setting.

Qualifications

• High school diploma or equivalent required.
• Prior box office or ticketing experience preferred.
• Experience with Archtics or Tessitura preferred.
• Strong written and verbal communication skills.
• Critical thinking and problem-solving abilities.
• Strong organizational and time-management skills.

Responsibilities

• Provide exceptional guest service via phone, email, and chat.
• Process ticket sales and transactions using multiple ticketing systems, including Archtics and Tessitura.
• Responsibilities include renewals, exchanges, reseating, refunds, cancellations, upgrades, and single-ticket sales.
• Respond to guest inquiries and resolve concerns in a timely and professional manner.
• Conduct outbound calls related to unrenewed accounts, show or date changes, cancellations, payment declines, renewal deadlines, priority offers, guest surveys, and follow-ups.
• Proofread guest communications and promotional materials for accuracy.
• Print, fulfill, and mail tickets as needed.
• Maintain accurate customer records and databases.

Skills

Guest Service

Communication

Multitasking

Teamwork

Problem Solving

Organizational Skills

Time Management

Adaptability

Education

High School Diploma or equivalent

Tools

Archtics

Tessitura

Job description

The John Gore Organization (JGO) is a leading presenter, distributor, and marketer of Broadway theater worldwide. Led by owner John Gore, a record 27-time Tony Award winner and Emmy Award recipient, its family of companies includes Broadway Across America, Broadway.com, The Broadway Channel, BroadwayBox.com, Group Sales Box Office, and Broadway Brands. JGO presents live theater in more than 45 cities across North America, as well as on Broadway, Off-Broadway, London’s West End, Japan, and China. Its productions have earned Tony Awards in every producing category, along with numerous Drama League, Drama Desk, and Olivier Awards. The organization is committed to expanding access to the arts and supporting theater education initiatives that inspire and develop the next generation of artists, audiences, and industry leaders. John Gore also oversees John Gore Studios, a British film and television studio dedicated to preserving iconic heritage IP and championing new storytelling. We are committed to developing an inclusive and supportive culture, where employees have equal opportunity for growth.

NYC: $25.00/hour SLC: $23.00/hour Hours: NYC: 10:00 AM–6:30 PM ET | SLC: 8:30 AM–5:00 PM MT. Schedule flexibility may be available with seniority. Start Date: Monday, November 2nd, 2026 FLSA Status: Non-Exempt

Summary

The Broadway Subscription Specialist is responsible for providing exceptional sales and service to guests across the 24 cities in the Broadway Across America network. This role manages day-to-day ticketing needs, builds lasting customer relationships, and supports business growth through outstanding guest service. The ideal candidate is organized, adaptable, and comfortable working in a fast-paced environment. They provide accurate, efficient, and consistent service across phone, email, and chat while maintaining a positive, respectful, and supportive attitude toward guests and coworkers. Our commitment: Every guest, every experience, every time.

Duties and Responsibilities

Provide exceptional guest service via phone, email, and chat.

Process ticket sales and transactions using multiple ticketing systems, including Archtics and Tessitura.

Responsibilities include renewals, exchanges, reseating, refunds, cancellations, upgrades, and single-ticket sales.

Respond to guest inquiries and resolve concerns in a timely and professional manner.

Conduct outbound calls related to unrenewed accounts, show or date changes, cancellations, payment declines, renewal deadlines, priority offers, guest surveys, and follow-ups.

Proofread guest communications and promotional materials for accuracy.

Review and update website content and perform data entry.

Print, fulfill, and mail tickets as needed.

Maintain accurate customer records and databases.

Participate in team meetings, training sessions, and professional development activities.

Support the ongoing improvement and organization of the Service Center.

Complete special projects and other duties as assigned by the Service Center Manager or Supervisor.

Core Competencies

• Guest Service: Demonstrates patience, active listening, empathy, and strong conflict-resolution skills.
• Adaptability: Responds effectively to changing priorities, unexpected circumstances, and fluctuating workloads.
• Teamwork: Builds positive working relationships, supports coworkers, and contributes to collaborative problem-solving.
• Communication: Communicates clearly and professionally with guests and colleagues.
• Accountability: Demonstrates punctuality, reliability, and a commitment to delivering consistent service.

Qualifications and Skills

• High school diploma or equivalent required.
• Prior box office or ticketing experience preferred.
• Experience with ticketing systems, including Archtics or Tessitura, preferred.
• Basic computer proficiency and ability to learn multiple systems.
• Strong written and verbal communication skills.
• Critical thinking and problem-solving abilities.
• Strong organizational and time-management skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Ability to work effectively both independently and as part of a team.

Physical Requirements

The employee must be able to perform the essential functions of the position. Reasonable accommodations may be made to enable individuals with disabilities to perform essential duties. The role regularly requires the ability to communicate verbally and listen.

Work Environment

Fast-paced environment with changing priorities. Collaborative and team-oriented workplace. Occasional exposure to varying workloads and service demands.

What You'll Bring

• A passion for providing exceptional guest service.
• Strong communication and active listening skills.
• The ability to remain calm and solution-focused in challenging situations.
• A collaborative, positive attitude and willingness to support your team.
• The ability to adapt to changing priorities while maintaining accuracy and professionalism.

Acknowledgement

The above job description is not intended to be an all-inclusive list of duties and standards of the position. Employees will follow any other instructions, and perform any other related duties, as assigned by their supervisor.

We offer competitive compensation including Vacation and Holiday Pay, health & welfare benefits, and a 401(k) retirement plan. Applicants for employment in the U.S. must possess work authorization which does not require sponsorship by the employer for a visa.

EQUAL EMPLOYMENT OPPORTUNITY

The John Gore Organization is an equal opportunity employer and affords equal employment opportunity to all applicants regardless of race, color, religion, gender, creed, national origin, age, disability, sexual orientation, veteran status or any other legally protected classification under local, state or federal laws.

HIRING PRACTICES

The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification or position. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. The John Gore Organization’s recruitment policies are designed to place the most highly qualified persons available in a timely and efficient manner. The John Gore Organization may pursue all avenues available, including promotion from within, employee referrals, outside advertising, employment agencies, Internet recruiting, job fairs, college recruiting and search firms.

Working at The John Gore Organization means doing what you love. We hire trailblazers, theater-lovers, and pioneers. We welcome, embrace, and respect diversity of people, identities, and cultures. We want people who can solve challenging problems, make a real impact, and, together, build something big. We are committed to developing an inclusive and supportive culture, where employees have equal opportunity for growth. You should join us.