2026 Summer Visitor Experience Team Lead (Part-Time)

The Shed•New York, NY

5h•$27

About The Position

This is a temporary, seasonal position. The Team Lead is a key member of the Visitor Experience team that will be responsible for assisting with visitor experience operations at The Shed. Reporting to Visitor Experience Supervisors, the Visitor Experience Team Lead will act as a liaison between the Visitor Experience Associates and the Visitor Experience management team to ensure that the flow of information is working both directions. They will be responsible for training, assisting with daily operational tasks, and ensuring that the Visitor Experience Associates have the resources they need to perform their role. The Team Lead will troubleshoot issues on the floor and run the solution station (mobile box office) for performances. The Team Lead will be cross-trained in the operational areas of ticketing, front of house, customer service, and retail. The ideal candidate has experience in customer-facing roles and a background in ticketing, front of house, and/or retail. They are interested in both the performing and visual arts, which is essential for the interdisciplinary nature of The Shed’s programming. They have excelled in a frontline role and are ready to take on the challenge of a leadership role. The successful Team Lead has a demonstrated enthusiasm for The Shed’s mission to advance contemporary culture; a strong interest in the arts, popular culture, science, and technology; and can work collaboratively with colleagues across a quickly growing organization.

Requirements

Two or more years of customer service and operational experience
Recieved Tessatura training by Shed staff
Friendly, welcoming, and warm demeanor toward colleagues and audience members
Responsible and ready to take on a leadership role
Exemplary verbal and written communication skills
Resilient and able to handle high-pressure situations without burning out
Responds well to constructive feedback
Ability to stand for the duration of the shift and lift 50 lbs.
Able to work a variable schedule including nights, weekends, and holidays
Comfortable using ticketing systems and/or POS systems
Knowledge of Google Suite
Ability to troubleshoot issues with POS workstations, scanners, and ticket printers

Responsibilities

Responsible for aligning customer service with The Shed’s mission to create a best-in-class visitor experience that is welcoming to all
Responsible for assisting with ticket/membership sales, ushering, coat check, greeting, information, gallery attendant, wayfinding, and retail, for both visual and performing arts
Act as the link between the frontline Visitor Experience Associates and the Visitor Experience management team, to help with the flow of communication and operational updates
Mentor and conduct ongoing training for Visitor Experience Associates
Assist with the storage, inventory, and distribution of programs
Responsible for the safety and well-being of the audience, including ensuring that all frontline staff are fire guard and first aid certified and trained to respond in the event of an emergency
Act as a power user and trainer for the ticketing system (Tessitura)
Create a positive work environment where excellence is fostered
Respond to customer service inquiries in call center (Zendesk)
Be a lead for service delivery excellence through all channels: in person, chat, phone, and email