Fan Experience Lead: Guest Services & Event Ops

Spurs Sports & Entertainment; San Antonio (TX); On-site; USD 42,000 - 64,000; Full time

Job summary

Spurs Sports & Entertainment (SS&E) in San Antonio, TX seeks a Fan Experience Lead to support and implement departmental standards across the Fan Experience staff during all events. You will engage directly with fans and collaborate with internal partners to create lasting memories.

You will oversee staff, coordinate training, respond to guest issues, manage crowd flow and ADA requests, and ensure a safe, high-service environment at Spurs venues. Strong communication and leadership required.

Qualifications

• Three years of professional customer service experience.
• Flexible schedule, able to work long hours including overnights, evenings, weekends and holidays.
• Must read and write in English; bilingual preferred.
• Must be 18+ and have reliable transportation.

Responsibilities

• Conduct pre-event Fan Experience staff briefings to inform staff of event details.
• Ensure deployment area is staffed and ready before events.
• Respond to escalated guest issues and resolve problems promptly.
• Oversee Fan Experience Representatives during events.
• Assist with training and development of staff.
• Escalate staff issues to Event Lead and duty manager.
• Communicate emergencies and important information via radio.
• Provide on-the-spot coaching to address skill gaps.
• Support crowd flow and ADA requests.
• Report operational issues with equipment.
• Manage staff deployment, breaks and reassignments.
• Other duties assigned by Fan Experience Management.

Skills

Customer service

Communication skills

Tools

Radios/communication systems

Job description

Spurs Sports & Entertainment (SS&E) in San Antonio, TX seeks a Fan Experience Lead to support and implement departmental standards across the Fan Experience staff during all events. You will engage directly with fans and collaborate with internal partners to create lasting memories.

You will oversee staff, coordinate training, respond to guest issues, manage crowd flow and ADA requests, and ensure a safe, high-service environment at Spurs venues. Strong communication and leadership required.