Assistant Customer Experience Manager

Memoir Agency•Orlando, FL

1d•$22•Hybrid

About The Position

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 5th and end date on or around January 8th.

Requirements

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.

Responsibilities

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.
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.
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.
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.
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.
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.
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.