Box Office Supervisor

TheatreSquared•Fayetteville, AR

2d•$40,000 - $44,000

About The Position

TheatreSquared seeks a Box Office Supervisor to lead a small, close-knit team in delivering a high standard of service, sales, and communication. This role is the heartbeat of our patron experience - the first voice callers hear, a steady presence on the busiest nights, and the person the box office team looks to when things get complicated. This is a role for someone who leads from compassion as much as from structure — someone who can earn trust, navigate strong personalities, and build a team culture where accountability feels like care, not criticism. This position oversees daily box office functions and directly supervises a team of 3 to 5 staff. As a collaborative team member who regularly engages with patrons, staff, and partners, this role helps TheatreSquared foster a community that is inclusive, responsive, and welcoming.

Requirements

Experience in customer service , ideally in a fast-paced or high-touch environment
Experience leading, supervising, or coordinating the work of others in a team setting
Strong interpersonal skills — the ability to read a room, adjust your approach, and bring out the best in people with different working styles
Demonstrated ability to build trust with a team, including people with distinct personalities
Comfort with the emotional labor of service work, and the ability to support staff through it
Strong communication skills, with the ability to set clear expectations, give direct feedback with care, and hold difficult conversations when needed
Ability to manage multiple priorities while keeping the team focused and supported
Sound judgment and the self-awareness to know when to step in, when to coach, and when to listen
Comfort working with the public and handling conflict with professionalism
Willingness to learn and operate a Windows-based ticketing system such as Tessitura
Flexibility to work evenings, weekends, holidays, and special events as needed

Nice To Haves

Supervisory or team leadership experience in a customer-facing environment
Experience coaching, mentoring, or developing staff — not just managing their output
A track record of building team cultures where accountability and care go hand in hand
Experience with Tessitura or a similar Customer Relationship Management system
Experience in a theatre, arts, or non-profit environment
Demonstrated ability to build and maintain strong relationships with patrons and colleagues

Responsibilities

Serve as the lead for box office shifts, ensuring strong customer service, accurate reporting, and proper cash handling
Supervise, support, and guide a team of 3 to 5 box office staff, providing clear direction and day-to-day oversight
Assist with staff scheduling, shift coordination, and coverage needs
Lead training and onboarding of new team members, setting clear expectations while making space for people to grow into the role
Support daily operations including reporting, ticket mailings, and general workflow coordination
Assist with annual season setup in Tessitura as needed
Maintain accurate and up-to-date patron records in the ticketing system
Process ticket sales and related transactions with a high level of accuracy
Manage cash drawers and ensure proper reconciliation
Actively support ticket sales including subscriptions, single tickets, and add-ons
Communicate performance details, policies, and event information clearly to patrons
Respond to patron inquiries by phone, email, and voicemail in a timely and professional manner
Assist with outbound and inbound sales campaigns, including calling and mailing efforts
Resolve ticketing concerns with a calm, positive, and solutions-oriented approach
Provide guidance to staff in handling patron concerns and escalated situations
Maintain a strong working knowledge of current programming, events, and organizational policies
Support a welcoming and hospitable environment for all patrons
Build genuine relationships with box office and front-of-house staff, creating an environment where people feel seen, supported, and held to a high standard
Navigate interpersonal dynamics with discretion and empathy, especially in a small, close-working team
Model the kind of steady, grounded presence that helps a team stay calm when the lobby is full and a patron is frustrated
Coach and support staff through challenges rather than correcting them; understand that how you give feedback matters as much as what you say
Maintain regular, reliable attendance and strong working relationships across the organization