Customer Service and Ticketing Supervisor

National Geographic Society•Washington, DC

1d•Onsite

About The Position

The National Geographic Society headquarters, based in Washington, D.C., is undergoing a significant renovation project on its campus (called Base Camp). In 2026, we are opening the Museum of Exploration, featuring a state-of-the-art pavilion entrance, auditorium, iconic photo gallery, exhibition space, immersive walk-through attraction, retail, food and beverage, education center, archives, tours, and exciting new event space. The capstone of the renovation is a one-of-a-kind nighttime experience in the courtyard. The Customer Service and Ticketing Supervisor will be responsible for overseeing daily ticketing and customer service operations at the National Geographic Museum of Exploration. As part of the Visitor Experience team, this position will help to provide the highest level of customer service to our visitors and brand supporters. The Supervisor will oversee daily museum operations for our team of ticketing agents, assist with both in-person and virtual constituent support, help facilitate membership benefit redemption and provide support as needed to NG Live and other events taking place at Base Camp headquarters. This role requires individuals to be on-site to perform job responsibilities. Must be flexible and able to work nights, weekends and holidays as museum operating hours and programming demands. The start date for this position is February 17th, 2026.

Requirements

High school diploma or GED required. Bachelor’s degree or equivalent experience a plus.
5+ years of experience working in customer service. Plus for being in a museum or arts and culture institution.
At least (2) years of experience at the supervisory level.
Excellent oral communication and interpersonal skills
Flexibility and positivity in dealing with people
Experience working in a ticketing system
Experience with a CRM database
Ability to think quickly and be proactive about resolving customer service issues
Experience corresponding with customers and representing a large, internationally recognized brand
Ability to spend 5+ hours a day navigating our public spaces

Responsibilities

Oversee the team of ticketing agents who staff the information desk and ticket office
Staff the museum and live events, serving as a point of contact for visitors and customers who need assistance
Help facilitate benefit redemption for National Geographic Society members
Support ticket sales and night-of staffing for all Museum of Exploration programming, including but not limited to National Geographic Live and museum after hours events
Provide support for rental and donor events as needed
Handle daily cash deposits and maintain financial records for reference purposes
Relay visitor feedback to Customer Service and Ticketing Manager
Hire and onboard new Ticketing staff and train existing staff with updates and changes as necessary
Coordinate weekly schedules for the ticketing team for museum operating hours and after-hours programming
Disseminate all updates and changes within ticketing system and customer service operations to Ticketing Agents
Maintain communications with Visitor Experience and Groups Supervisors for operational understanding of current and upcoming needs across the wider Visitor Experience/Services team
Provide relevant staff with daily reports detailing an overview of the day’s highlights and issues
Provide support with running automated reports from ticketing system as necessary
Disseminate NGS resources and provide support to Ticketing Agents as they relate to ticketing and customer service
Provide on campus event support across the Society as needed, including but not limited to National Geographic Live and Signature Events

Benefits

medical, dental, and vision insurance
engaging and comprehensive wellness program
401(k) retirement savings plan with matching contributions after 6 months of employment
flexible paid time off benefits with up to 22 days of paid annual leave per calendar year (15 days for new hires in their first year, prorated based on the number of pay periods remaining in the year) and 10 days of sick leave
12 paid holidays and a paid winter break between December 25 and 31
paid parental leave, adoption and surrogacy expense reimbursement, fertility benefits
learning and development opportunities
Lifestyle Spending Account
pet adoption assistance and insurance
pre-tax transportation benefits with a generous employer subsidy
employer-paid life insurance and disability benefit
a variety of National Geographic discounts and perks