C3 Presents - Digital Guest Experience Associate Manager

Austin, TX, USA|Travel, Onsite

Job Overview

Employment Type

Full-time

Work Schedule

Flexible

Benefits

Medical

Vision

Dental

mental health benefits

Paid Time Off

401(k) with Company Match

Career development programs

Job Description

Live Nation Entertainment is the foremost live entertainment company in the world, known for its comprehensive and influential presence in the live events sector. The company encompasses several global market leaders including Ticketmaster, Live Nation Concerts, and Live Nation Media & Sponsorship. Ticketmaster stands as the global leader in event ticketing, annually selling over 620 million tickets and serving approximately 10,000 clients worldwide. Live Nation Concerts holds the distinction of being the largest provider of live entertainment globally, promoting more than 50,000 events each year for nearly 7,000 artists in over 40 countries. Additionally, Live Nation Media & Sponsorship leverages... Show More

Job Requirements

Bachelor’s degree or equivalent experience
2+ years of customer service, communications or related experience
Proficiency in Zendesk
Strong written and verbal communication skills
Ability to manage sensitive guest interactions empathetically
Exceptional attention to detail
Excellent problem-solving abilities and resourcefulness under stress
Strong organizational and multitasking skills
Ability to meet deadlines and punctuality
Self-motivated with strong follow-through
Collaborative skills to work with multiple stakeholders
Ability to maintain confidentiality and sound judgment
Flexible work schedule and availability
Willingness to travel to event locations

Job Qualifications

Bachelor’s degree, or 2+ years of experience in customer service, communications or similar role
Proficiency in Zendesk, Google Workspace, Asana, Slack, and MS Office Suite
Exceptional written and verbal communication skills with proven copywriting and editing ability
Demonstrated ability to handle sensitive guest interactions with empathy, discernment, and professionalism
Exceptional attention to detail
Demonstrates strong problem-solving skills and the ability to stay calm and resourceful in high-stress environments
Superior organizational skills with the ability to prioritize and multi-task in a fast-paced environment
Ability to meet deadlines and be punctual
Self-starter with strong follow-through and ability to meet deadlines consistently
Ability to collaborate and manage communications with multiple departments, partners, guests and vendors in a professional and personable manner
Ability to maintain confidentiality and exercise sound judgment
Flexibility in work hours and availability, especially during major projects
Ability to travel to various festivals and events

Job Duties

Serve as the primary digital point of contact for patrons via Zendesk, ensuring responses are clear, empathetic, and aligned with C3 brand standards
Manage guest correspondence through dedicated Guest Services email accounts and Zendesk workflows
Handle communications with contest winners and other promotional initiatives in partnership with Marketing
Collaborate with marketing and social leads to ensure consumer support during key marketing milestones are represented across social platforms
Own and maintain the Zendesk Help Center by creating, updating, and publishing FAQs and knowledge articles
Collaborate with Marketing, Operations, and Legal teams to validate and approve guest-facing content
Draft and edit guest communications that translate complex policies and event details into clear, accessible messaging
Project-manage information-based landing pages mailed inserts and guides to prepare patrons for festival attendance
Travel to select festivals and events to support Guest Services teams
Provide timely and accurate onsite messaging to ensure consistent information delivery to patrons
Interface with PR, Festival Management and Marketing teams for any festival updates
Support Guest Services Production team with Asana administration, tracking internal workflows and deliverables
Implement systems to track and report on guest communications, FAQ usage, and response metrics
Provide insights and recommendations based on data to improve digital guest experience
Track trends throughout the year in relation to marketing milestones
Other duties and projects as assigned

Job Qualifications

Experience

Mid Level (3-7 years)

Job Location

We didn't receive the exact location for this job posting,

please contact the employer.

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