The Assistant Customer Experience Manager supports the Customer Experience Manager in the daily execution of customer service, ticketing, box office, and guest experience operations. This role serves as a key operational leader, helping to ensure exceptional service delivery across all customer touchpoints while maintaining efficient ticketing and communication workflows.

The Assistant Customer Experience Manager acts as a resource for front-line staff, assists with training and quality assurance, supports event operations, and serves as an escalation point for guest concerns. This position plays a critical role in maintaining service standards, supporting departmental initiatives, and ensuring the successful execution of customer experience strategies.

This is a SEASONAL position with an expected start date on or around October 5^th and end date on or around January 8^th.

Who is The Memoir Agency? 

At Memoir we produce immersive events across the country, aiming to bring meaning to every place and every moment. We specialize in crafting irresistible experiences that spark wonder and forge deep connections. From epic live events to fully immersive environments, we transform stories into unforgettable realities—always aligning with our clients’ goals through imaginative, purposeful storytelling.

Our core values guide everything we do:

• Imaginative – We dream boldly and create with vision.
• Healthy – We nurture well-being in our people, partnerships, and practices.
• Tenacious – We persist with grit and determination to achieve excellence.
• Collaborative – We succeed together through trust and teamwork.
• Caring – We lead with empathy and respect for all.

Explore Memoir today: https://memoiragency.com/ 

Key Responsibilities

Customer Service & Guest Experience:

• Deliver exceptional customer service through phone, email, SMS, social media, and other customer communication channels.
• Respond to guest inquiries accurately, professionally, and in alignment with organizational service standards.
• Serve as a secondary escalation point for complex guest concerns, complaints, and service recovery situations.
• Support the resolution of customer issues while maintaining a positive and solution-oriented guest experience.
• Monitor customer interactions to ensure consistency, professionalism, and policy compliance.
• Assist in identifying opportunities to improve customer satisfaction and service delivery.
• Maintain thorough knowledge of event information, policies, procedures, and guest-facing communications.

Ticketing & Box Office Operations:

• Support daily ticketing and box office operations, ensuring accuracy and efficiency across all systems.
• Assist with event setup, ticket inventory management, pricing updates, discount code administration, and event configuration.
• Review ticketing pages and event listings to ensure accurate information, pricing, and purchasing functionality.
• Process ticket sales, exchanges, upgrades, refunds, transfers, and complimentary ticket requests in accordance with established policies.
• Assist with event-day box office operations, guest check-in procedures, and attendance tracking.
• Support financial reconciliation processes and reporting requirements as assigned.

CRM & Customer Systems Administration:

• Utilize CRM, ticketing, and communication platforms to manage customer interactions and workflows.
• Maintain accurate case documentation, customer records, and interaction histories.
• Monitor case queues and support efficient distribution and resolution of customer inquiries.
• Identify recurring customer issues and provide recommendations for workflow improvements.
• Assist with maintaining knowledge base content, self-service resources, automated workflows, and customer communication templates.
• Support reporting and analysis related to customer service performance, ticketing activity, and operational metrics.

Quality Assurance & Process Improvement:

• Conduct quality reviews of customer interactions to ensure service standards and policy compliance.
• Identify trends, recurring concerns, and operational challenges that impact the guest experience.
• Assist in developing and refining customer service procedures, scripts, and training materials.
• Support testing and implementation of new systems, processes, and automation initiatives.
• Provide feedback on customer communication tools, workflows, and self-service resources to improve effectiveness and efficiency.

Team Support & Staff Development:

• Assist with onboarding, training, coaching, and mentoring customer experience team members.
• Provide guidance and support to Customer Experience Representatives and seasonal staff during daily operations.
• Reinforce departmental policies, service standards, and operational procedures.
• Support scheduling, shift coverage coordination, and event staffing needs.
• Serve as a team lead during assigned shifts or events in the absence of the Customer Experience Manager.

Event Operations Support:

• Provide remote and on-site support during events as assigned.
• Assist with guest services, access control, ticket scanning, and event-day problem resolution.
• Monitor guest flow and identify opportunities to improve operational efficiency.
• Support VIP, accessibility, and special guest accommodations as needed.
• Participate in event preparation, execution, and post-event review processes.

Administrative Responsibilities:

• Maintain accurate records, reports, and operational documentation.
• Complete assigned administrative tasks, audits, and follow-up activities in a timely manner.
• Assist with preparing reports related to customer service performance, ticket sales, attendance, and operational metrics.
• Communicate operational updates, guest feedback, and identified issues to department leadership.
• Support cross-functional collaboration with marketing, production, operations, partnerships, and finance teams.

Qualifications

Required:

• 2+ years of experience in customer service, guest experience, hospitality, events, entertainment, or a related field.
• Prior experience with Salesforce Service Cloud, Universe, Eventbrite, Ticketmaster, or similar platforms preferred.
• Strong customer service and conflict-resolution skills.

• Prior experience working with CRM, ticketing, or customer management systems preferred.
• Strong organizational, analytical, and problem-solving abilities.
• Excellent written and verbal communication skills.
• Ability to work effectively in high-pressure, fast-paced environments.
• Flexible schedule availability including nights, weekends, and holidays.

Work Environment & Schedule

• Full-time Seasonal role with schedule flexibility based on business needs.
• Work on-site required during event dates, preview and post-production.  Office or remote work available during pre-production prior to November.
• Evening, weekend, and extended on-site commitments are expected during installation, rehearsals, event operations and dismantle.
• Work will occur remotely or venue location, and outdoor site environments, including active construction or production settings.

Compensation & Benefits

Starting Rate of Pay $22.00 per hour

Why Join Memoir

• Opportunity to be part of a high-growth, nationally recognized company
• Work on innovative, large-scale immersive experiences
• Collaborative and entrepreneurial culture
• Direct impact on meaningful, visible projects