Assistant Manager, Customer Relations

TORONTO INTERNATIONAL FILM FESTIVAL•Toronto, ON

8d•CA$50,000 - CA$70,380•Onsite

About The Position

TIFF is a charitable, cultural organization dedicated to presenting the best of international and Canadian cinema and creating transformational experiences for film lovers and creators of all ages and backgrounds in our home - TIFF Lightbox. Our mission: To transform the way people see the world, through film. TIFF is committed to embracing diversity and treating all individuals with respect, dignity and fairness by removing physical, social and economic barriers to participation. We encourage you to reflect on the land that you are on, who the traditional keepers of the land are, what the treaty relationship is, or if it’s unceded territory. TIFF is located on the Treaty Lands and Territory of the Mississaugas of the Credit and the traditional territory of the Anishinaabe, the Wendat, and the Haudenosaunee. We are grateful to work on this land. We are currently hiring for the position of: ASSISTANT MANAGER, CUSTOMER RELATIONS The Assistant Manager, Customer Relations will oversee a part-time team of Customer Relations Supervisors and Agents and the day-to-day operations of TIFF’s two customer service locations (the Box Office and the Call Centre). Primary responsibilities will include managing the provision of exceptional service, daily reconciliations and reporting, general office administration, the creation of staff training modules, ongoing documentation maintenance, transactional event communications, and the end-to-end support and on-site execution of 3rd-party client ticketing. Shifts for this role may primarily be scheduled during afternoons and evenings to align with venue performance times, public screenings, and client event execution.

Requirements

3+ years working in a supervisory or management customer service role.
2+ years experience in a computerized Box Office or ticketing environment.
Strong working knowledge of accessibility standards (e.g., AODA Customer Service Standards), with experience accommodating diverse customer needs (accessible seating, assistive devices, support persons).
High emotional intelligence, extreme patience, and a calm, customer-focused attitude when navigating complex customer interactions, high-volume situations, and staff escalations.
Advanced experience in cash handling, office administration, banking, accounting, and safe/float management.
Strong copywriting and editing skills with demonstrated experience crafting clear, engaging, and tone-appropriate written communications for diverse audiences (customer emails, web copy, FAQs, SOPs, and training guides).
Demonstrated ability or experience developing staff training modules, SOPs, operational manuals, transactional communications, and customer collateral.
Advanced Google Workspace skills (Gmail, Drive, Sheets, Slides, Forms) and Microsoft Office proficiency (Word, Excel).
Comfortable in a leadership role—directing staff, self-directing daily workflow, and making concise, sound decisions under pressure.
Excellent verbal and written communication skills in English; additional languages are an asset.
Critical thinking, strong problem-solving skills, and high attention to detail and precise accuracy.
Flexible work schedule that may primarily focus on afternoon and evening shifts, aligning with key box office hours, film screenings, venue rentals, and live event execution.
Prioritizes consistent on-site operational support for TIFF programming and 3rd-party client events, including regular evenings, weekends, and holidays.
Position requires being in-office / on-site on a regular basis.
Ability to work calmly in a fast-paced, high-volume, live-event environment.
Adaptable to increased hours (including 12+ hour workdays) and a time-off blackout period during peak festival operations in August and September (lieu time provided).

Nice To Haves

Experience with Archtics and Ticketmaster products preferred.
Additional languages are an asset.

Responsibilities

Provide direct leadership, coaching, training, and support to part-time Customer Relations Supervisors and Agents of the Box Office and Call Centre, ensuring the consistent delivery of exceptional service.
Design, build, and update interactive training modules for part-time Customer Relations staff and Visitor Experience teams, focusing on service excellence, systems, and operational readiness.
Maintain and continuously update all operational manuals, standard operating procedures (SOPs), onboarding guides, and reference materials for staff.
Assist with the training and active use of ticketing systems, including Archtics, Ticketmaster products, and ODCC.
Lead scheduling and payroll for the part-time Customer Relations staff.
Manage performance reviews and ongoing professional development for part-time Customer Relations staff.
Oversee and manage full-cycle ticketing support for 3rd-party clients, including setup, inventory management, and technical readiness.
Lead on-site execution of 3rd-party client ticketing operations during external events, festivals, and rentals, serving as the key operational contact.
Assist with the maintenance of Box Office floats, daily financial reconciliations, replenishment of change, and Box Office financial reporting (including client settlements).
Troubleshoot technical system errors on all Box Office equipment and software.
Investigate and resolve transaction-level discrepancies, ensuring accurate accounting and data collection.
Manage Box Office supplies, including ticket stock, marketing materials, gift cards, and general office supplies.
Adhere to PCI compliance, ensuring full confidentiality of all customer information collected.
Perform light lifting as required to support management of ticket supplies and event setups.
Perform any other duties as required.
Act as the first point of contact for part-time Customer Relations staff, including general inquiries, 3rd-party client requests, and escalated customer scenarios.
Manage customer service correspondence via TIFF’s customer relations email, call queues, and live chat with exceptional patience, empathy, and professionalism.
Promote and enforce accessible customer service standards (AODA) across all locations, supporting patrons who require accessible/companion seating, assistive listening or captioning devices, and service animal accommodations.
Create, schedule, and manage transactional customer communications—including pre-show event reminders, "Know Before You Go" emails, and post-event follow-ups—for both TIFF programming and 3rd-party client events.
Liaise with internal TIFF departments and 3rd-party event organizers to provide staff and customers with accurate ticketing, programming, and event information.
Write, edit, and maintain engaging customer-facing copy across all customer relations channels—including transactional event communications, pre-show "Know Before You Go" emails, post-event follow-ups, tiff.net FAQs, and email templates.
Support TIFF’s Loyalty department with processing Membership sales and providing high-touch service to Members.
Anticipate potential problem areas in TIFF’s customer experience—including 3rd-party event workflows—and adapt service delivery to overcome them.