Visitor Experience & Ticketing Operations Lead

Grace Farms Foundation • New Canaan, CT

1d • $25 - $30 • Onsite

About The Position

Grace Farms is a cultural and humanitarian center in New Canaan, Connecticut, that brings people together across sectors to explore nature, arts, justice, community, and faith at the SANAA-designed River building and Barns on 80 acres of publicly accessible natural landscape. Since opening in 2015, it has garnered numerous prestigious awards for contributions to architecture , environmental sustainability, and social good and has become a destination for arts, culture, and community. Grace Farms has welcomed 1 million visitors from around the world to experience innovative programming in music, visual and performing arts, while fostering contemplation and connection through architecture and nature. Grace Farms' humanitarian work includes leading the Design for Freedom movement to eliminate forced labor in the building materials supply chain and advancing initiatives to foster more grace and peace locally and globally. This commitment extends to Grace Farms Tea and Coffee, a certified B Corp that models ethical and sustainable sourcing while supporting Design for Freedom. The integration of cultural programming and humanitarian action reflects Grace Farms' collaborative approach to generating new outcomes and meaningful change.

Requirements

• Proven ability to work comfortably and effectively with computers software, databases and other visitor facing technology.
• High energy, enthusiastic, customer centered intelligence and acumen is essential.
• Must possess superior interpersonal and communications skills, with the ability to extend kindness, grace and joy with every interaction.
• Proven ability to perform both customer service and administrative duties in a fast-paced cultural environment.
• Proven experience with ticketing and Point-of-Sale systems required.
• Proven experience as a team player with a "can-do" attitude, highly organized, adaptable and flexible to meet time, priority and workload demands as well as shifting schedules and unexpected circumstances that come with working with the general public.
• Must be able to maintain a calm exterior presence during periods of high volume, high stress or unusual events.
• Proven ability to work comfortably and efficiently with computers, electronic communications, and other technology.
• Punctuality is key, as well as the ability to work flexible hours including evenings, weekends and some holidays.
• This position will work both indoors and outside depending on season and weather.
• Hours are subject to change on a weekly basis due to events and circumstances.
• This position must work on site at Grace Farms in New Canaan, CT.
• High school diploma or equivalent required.
• Some college required but Bachelor's degree highly preferred.
• Minimum of two (2) years experience in customer-service and/or administrative support related positions required with heavy emphasis on technology.
• Other equivalent combination of education and experience will be considered.
• Ability to perform sedentary work, including prolonged periods of sitting and frequent, repetitive use of a computer, keyboard, mouse, and sustained visual focus on digital screens.
• Ability to stand, walk, and move throughout the site for extended periods during event preparation, execution, and breakdown.
• Visual and auditory acuity sufficient to effectively manage event activities, monitor environments, and communicate with staff, vendors, and guests.
• Ability to lift and carry up to 15 pounds, bend, reach, climb stairs, stand and perform other physical movements as required.
• Comfortable and the ability to work both indoors and outdoors in varying weather conditions depending on event and operational needs.

Responsibilities

• Serve as a daily point of contact for the Visitor Experience team, providing guidance and answering questions in real time.
• First line of support for Visitor Experience (VE) team members for customer service resolution situations and opportunities to provide exemplary hospitality.
• Lead or support morning team huddles, ensuring team alignment on daily programming, ticketing updates, and guest experience priorities
• Act as a liaison between Events, Marketing, and Visitor Experience teams to ensure clear communication around ticketed events.
• Support and facilitate training and onboarding of Visitor Experience Associates (VEA) as it relates to ticketing systems and guest interaction standards.
• Step in as a Lead for the VE team as needed to support guest services and maintain service standards
• Assist in the scheduling and deployment of VEA staff for daily operations.
• Assist in Tea Activation experiences on site consistent with a world-class Tea Destination.
• Lead registration operations and logistics for major events and high volume days including check-in flow, staffing, and on-site troubleshooting.
• Manage reserved seating and seating arrangements for high profile guests, ensuring accuracy and a high-touch experience.
• Support Visitor Experience Associates (VEA) with ticket sales and guest interactions, ensuring a consistent and elevated level of hospitality.
• Serve as the point of contact for CEO and other Executive Team members for high profile tickets, seating and comps.
• Working closely with the Marketing team, helps manage the back-end of the Ticketure ticketing system, ensuring accuracy of tour and program listings, inventory, prices, descriptions and availability reflected on the website and communicate all relevant ticketing information with the VE team.
• Update event and tour descriptions, capacity limits, time slots, and registration forms as needed in Ticketure.
• Oversee ticketing once events go live, ensuring accuracy and a seamless user experience on the website.
• Serve as the primary point of contact for ticketing inquiries, including refunds, exchanges, cancellations, and general guest questions.
• Provide requested reporting on ticket sales, attendance, and guest data to support planning and decision-making.
• Serve as a liaison between Visitor Experience staff and the ticketing system to ensure accurate information and reporting
• Work across all internal platforms (i.e. Hive, TeamUp, Ticketure, and the Grace Farms website) to ensure alignment across all event listings.
• Regularly audit event details across platforms (dates, times, descriptions, ticketing links, capacity) and proactively resolve discrepancies to ensure accuracy.
• Collaborate with Marketing to align ticketing with campaigns and public-facing communications (e.g., shuttles, paid parking), troubleshooting inconsistencies and implementing updates to maintain a seamless guest experience.
• Continuously assess and improve ticketing workflows, registration processes, and guest experience touchpoints.

Benefits

• Grace Farms offers a comprehensive and competitive benefits package that includes tuition reimbursement, different medical plan options, including dental and vision coverage, 100% employer-paid basic life insurance and short-term disability, along with a 403(b)-retirement plan with an organizational match.
• We believe in the importance of rest and balance, offering generous paid time off (PTO), sick and personal days, and 11 paid holidays.
• All staff are invited to enjoy our scenic 80-acre preserved landscape and participate in the diverse public events hosted on-site.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Number of Employees: 11-50 employees