Festival Support Operations Lead

Sundance Institute; Northern (KY); Hybrid; USD 30,000 - 33,000; Full time

Benefits offered by this job

Paid sick leave

Institute holidays

Employee assistance program

Employee Wellness Initiatives

Festival passes and benefits

Job summary

Sundance Institute is hiring for a Festival Team Lead, Customer Support Operations. This full-time, temporary role supports patrons, guides a team of agents and volunteers, and helps ensure a first-class festival experience across multiple hubs including Los Angeles, Boulder, New York, and Salt Lake City.

The position runs Sept 30, 2026 to Jan 31, 2027, with extended hours and events requiring nights/weekends.

Qualifications

• 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.
• Legal authorization to work in the United States.

Responsibilities

• Assist patrons with support questions and guide a team of Customer Support Agents and volunteers.
• Schedule trainings related to customer support.
• Create informational one sheets to assist with customer questions.
• Generate content for the Festival Customer Support Manual and coordinate with other departments to publish accurate information.
• Review and update Festival training manuals as needed.
• Coordinate with credentials to ensure deadlines for transfers and passes.
• Proofread website copy, emails, and marketing materials before publication.
• Communicate updates to customer support products and procedures to internal stakeholders.
• Record customer support deadlines on the overarching ticketing timeline.
• Provide after-hour coverage for a 24/7 Festival support operation.
• Escalate operational and employee issues to the manager.
• Write a comprehensive wrap report.
• Help patrons have the best Festival experience and lead a team of employees and volunteers.

Skills

Call center experience

Customer service

Administrative

Operational

Communication

Job description

Sundance Institute is hiring for a Festival Team Lead, Customer Support Operations. This full-time, temporary role supports patrons, guides a team of agents and volunteers, and helps ensure a first-class festival experience across multiple hubs including Los Angeles, Boulder, New York, and Salt Lake City.

The position runs Sept 30, 2026 to Jan 31, 2027, with extended hours and events requiring nights/weekends.