Festival Team Lead, Customer Support Operations

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

Career Opportunities with Sundance Institute

A great place to work.

Careers At Sundance Institute

Current job opportunities are posted here as they become available.

Our employees are distributed across four main hubs: Los Angeles, California, Boulder, Colorado, New York, New York, & Salt Lake City, Utah.

Festival Team Lead, Customer Support Operations

The Festival Team Lead, Customer Support Operations assists patrons with their support questions and helps to guide a team of Customer Support Agents and volunteers.

Working closely under the direction of the Festival Manager, Customer Experience, the Festival Team Lead, Customer Support Operations furthers Sundance Institute’s commitment to providing all of our patrons with a first-class Festival experience, allowing them to seamlessly enjoy and experience the work of our independent artists.

This temporary position works full time (40 hours per week) from Wednesday, September 30, 2026 or October 14, 2026 through Sunday, January 31, 2027. This position may be based within a commutable distance to Boulder, CO, Salt Lake City, UT, Los Angeles, CA, or New York, NY. Extended hours, including evenings and weekends will be required at key points to meet deadlines and respond to on-call needs as assigned.

Top priorities include but are not limited to…

Assisting the Manager in providing support and guidance to the Customer Support Agents, including providing advice on effective problem resolution and monitoring any issues.

Scheduling and helping to conduct trainings related to customer support.

Collaborating with internal departments to create informational one sheets to assist with customer questions.

Generating content for the Festival Customer Support Manual and coordinating with other departments and external contacts to ensure accurate information is published.

Reviewing existing Festival training manuals and conducting updates, as necessary.

Liaising with passholders and the credentials department to ensure adherence to transfer, photo, and other deadlines to ensure credentials can be processed in a timely manner.

Proofing customer support communications (website copy, emails, marketing materials, printed copy, etc.) to ensure information is accurate prior to publication.

Communicating updates to customer support products, procedures, dates, etc. promptly to internal stakeholders.

Recording customer support deadlines and important date markers on the overarching ticketing timeline.

Actively listening to customer feedback, identifying patterns or trends, and providing valuable insights to the relevant teams for product or process improvement.

Providing after-hour coverage of customer support to cover a 24/7 support operation during the Festival.

Escalating operational and employee issues to manager immediately.

Writing a comprehensive written wrap report, as directed.

You have the following direct or transferable skill sets:

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.

You will be successful in this role if you…

Help patrons have the best Festival experience possible by assisting with customer support and answering or escalating their inquiries.

Help the Manager lead a team of employees and volunteers to provide the best customer support possible, fostering success for each team member.

Demonstrate patience and understanding in all communications with internal stakeholders and external constituents.

In addition to an hourly pay of $22.25, 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 9/2/2026 and will be accepted for at least one week