MOIC Show & Service Lead Ambassador

Museum of Ice Cream; Chicago (IL); On-site; USD 30,000 - 41,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

Bonus opportunity

Unlimited ice cream

Job summary

Museum of Ice Cream in Chicago is seeking a Show & Service Lead Ambassador to guide the Service & Show Team, manage guest flow across ticketing, retail, ice cream and entertainment, and uphold guest experience standards.

You will train staff, handle escalations, coordinate VIP events, and drive promotional activities while aligning with our brand values. A minimum of 2+ years in a leadership role in customer service or related fields is preferred; flexibility for diverse shifts is required.

Qualifications

• 2+ years of experience in a leadership role within customer service, retail, or entertainment environments.
• Proven ability to manage high-volume guest flow and deliver real-time training and support.
• Strong problem-solving skills and ability to handle guest escalations.
• Flexibility to work various shifts, including weekends, evenings, and special events.

Responsibilities

• Running Guest Service & Show Operations: manage guest flow across ticketing, retail, ice cream and delivery, ensure smooth service.
• Team Leadership & Coaching: provide real-time feedback and training to the Service & Show Team; cross-train for peak times.
• Guest Relations & Issue Remediation: remediate guest service issues in real time and escalate when needed.
• Event & VIP Coordination: lead core operations of VIP and special event setups; coordinate between ticketing, retail, and bar/cafe delivery.
• Collaboration with Floor Managers: report on team performance, guest feedback, and operational challenges; drive sales strategies.

Skills

Team leadership

Guest service

Communication

Problem solving

Job description

About Us

Museum of Ice Cream is an inclusive & immersive brand, designed to captivate your sweetest fantasy and sugar-filled daydreams online and IRL. At Museum of Ice Cream, we invite you to believe in the magic of creativity, to remind you that inclusive spaces do exist, and to show you that childlike wonder is worth savoring. In our world, ice cream is the agent of change and the vehicle to ignite the creative spirit that lives in all of us. Fueled by the power of imagination, MOIC is a universe of possibilities with tons of room for you to explore.

The Flavor Profile

As the Show & Service Lead Ambassador, you provide leadership and mentorship to your team, fostering accountability and continuous improvement while serving as a bridge between team members and management. You ensure a safe, clean, and organized environment by enforcing safety protocols and mentoring teams in maintaining operational efficiency. You prioritize guest experience through leading by example, training your team in effective communication and handling escalations professionally. Through strong sales leadership, you drive revenue growth, uphold high standards in product promotion and guest interactions all in alignment with company culture and values.

Your Day-to-Day:

• Running Guest Service & Show Operations:
• On shift, you are responsible for managing guest flow across ticketing, retail, ice cream and treat delivery, and ensuring that all service aspects run smoothly.
• Adjust daily staffing strategies in real-time to manage guest needs and traffic flow.
• Work closely with the Floor Managers to ensure smooth transitions between service and entertainment; supplies and inventory; bar/cafe and shop/retail operations.
• Team Leadership & Coaching:
• Provide real-time feedback and training to the Service & Show Team, ensuring high-quality service, guest satisfaction, and alignment with museum standards.
• Ensure team members are cross-trained on basic performance support, allowing for collaboration with the Show & Service Teams during peak times.
• Guest Relations & Issue Remediation:
• Remediate guest service issues in real time, escalating complex problems to the Floor Managers as needed.
• Ensure the Service & Show Teams are trained on how to handle and elevate guest complaints.
• Event & VIP Coordination:
• Lead core operations of VIP and special event setups, ensuring smooth coordination between ticketing, retail, and bar/cafe delivery.
• Collaboration with Floor Managers:
• Collaborate with the Floor Managers to ensure daily reporting & communication regarding team performance, guest feedback, and operational challenges.
• Identify and execute sales strategies to increase revenue or promotional events/retail.

The pay rate for this role is $26.00 an hour.

Museum of Ice Cream is an equal opportunity employer and we value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability, or any other protected class.

Necessities

• 2+ years of experience in a leadership role within customer service, retail, or entertainment environments.
• Proven ability to manage high-volume guest flow and deliver real-time training and support.
• Strong problem-solving skills and ability to handle guest escalations.
• Flexibility to work various shifts, including weekends, evenings, and special events.

Nice to Haves

• Experience in managing both service and performance teams.
• Experience in performance, acting, or entertainment, ideally in a guest-facing or interactive environment.

The Good Stuff

• Competitive pay and benefits package including health, dental, and vision.
• Ability to grow within the company.
• Annual performance review and bonus opportunity
• Annual pink-tie themed event with a plus-one option.
• Unlimited ice cream and significant discounts on retail products
• Complimentary museum tickets for friends and family.
• Flex Day: A sweet bonus day off to pause, play, or rest - whatever fills your cone.