Festival Agent, Customer Support Operations

Sundance Co; Boulder (CO); Hybrid; USD 22,000 - 31,000; Full time

Benefits offered by this job

Paid sick leave & holidays

Employee assistance program

Employee Wellness Initiatives

Festival passes & benefits

Job summary

Sundance Institute is seeking a Festival Agent, Customer Support Operations to help patrons with festival passes, tickets, and technical questions. The role supports the Festival Manager, Customer Experience, and contributes to the overall festival experience.

This fully remote position requires flexibility, weekend hours, and occasional travel to Institute locations as needed. The ideal candidate has at least 1 year in customer support, strong communication, and experience with CRM systems like

Qualifications

• Minimum 1 year of customer support or related experience.
• Strong written and verbal communication with diverse patrons.
• Excellent organizational abilities for tracking issues.
• Experience in a call center or ticketing environment preferred.
• Familiarity with databases and Google products.
• Experience with CRM systems like Zendesk/Zoho Desk and Eventive.

Responsibilities

• Assist patrons with ticketing, passes, and packages.
• Learn internal and public products to provide accurate info.
• Identify patterns from feedback for process improvement.
• Document all interactions in the service log or ticketing system.
• Update customer profiles to ensure smooth cross-team communication.
• Provide written feedback for department wrap reports.

Skills

1 year of experience

Written communication

Interpersonal skills

Organizational skills

Customer support experience

US work authorization

CRM systems experience

Google products proficiency

Tools

Zendesk

Zoho Desk

Eventive

Google Workspace

Job description

Festival Agent, Customer Support Operations

The Festival Agent, Customer Support Operations is charged with assisting patrons resolve ticketing and technical issues and questions.

Working closely under the direction of the Festival Manager, Customer Experience, the Festival Agent, Customer Support Operations helps further Sundance Institute’s commitment to providing the best Festival experience possible and introduce the work of independent artists to new audiences.

This temporary position works full time (40 hours per week) from Wednesday, December 9, 2026 to Sunday, January 31, 2027. This fully remote position is based within a commutable distance to Boulder, CO, Salt Lake City, UT, Los Angeles, CA, or New York, NY. The role requires flexibility, including extended hours, evenings, and weekends during peak periods, as well as travel to Institute locations, events, and meetings as needed.

Top priorities include but is not limited to…

• Assisting patrons with a full array of customer support processes and questions (purchasing festival passes, ticket packages, individual tickets, etc.).
• Developing a deep understanding of our internal and public products and services to effectively assist customers and provide accurate information.
• Actively listening to customer feedback, identifying patterns or trends, and providing valuable insights to the relevant teams for product or process improvement.
• Documenting all customer interactions, issues, and resolutions accurately and thoroughly in the customer service log or ticketing system.
• Using available tools and resources to update customer profiles and ensure smooth communication across teams.
• Providing written feedback to be included in the department wrap report.

You have the following direct or transferable skill sets:

• 1 year of relevant experience.
• Outstanding written and interpersonal communication skills to work effectively with a variety of people.
• Excellent organizational skills.
• Customer support or call center experience.
• Working knowledge of databases along with proficiency in Google Products.
• Experience working with CRM systems such as Zendesk or Zoho Desk and Eventive or another ticketing system.
• Legal authorization to work in the United States.

You will be successful in this role if you…

• Help patrons have the best Festival experience possible by assisting with inquiries quickly and resolving or escalating issues.
• Demonstrate patience and understanding with internal and external constituents.
• Work collaboratively to support your fellow team members and patrons.

In addition to an hourly pay of $19.29, 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)

*Applications open 10/23/2026 and will be accepted for at least one week