Festival Agent, Customer Support Operations

POSITION OVERVIEW

The Festival Agent, Customer Support Operations is charged with assisting patrons resolve ticketing and technical issues and questions.

Working closely under the direction of the Festival Manager, Customer Experience, the Festival Agent, Customer Support Operations helps further Sundance Institute’s commitment to providing the best Festival experience possible and introduce the work of independent artists to new audiences.

This temporary position works full time (40 hours per week) from Wednesday, December 9, 2026 to Sunday, January 31, 2027. This is a fully remote role that may be based out of any of our operating states and does not require any onsite work duties. Extended hours, including evenings and weekends will be required at key points to meet deadlines and respond to on-call needs as assigned.

Top priorities include but are not limited to…

• Assisting patrons with a full array of customer support processes and questions (purchasing festival passes, ticket packages, individual tickets, etc.).

• Assisting patrons with a multitude of technical support questions (browsers, compatibility, computer settings, etc.).

• Developing a deep understanding of our internal and public products and services to effectively assist customers and provide accurate information.

• Actively listening to customer feedback, identifying patterns or trends, and providing valuable insights to the relevant teams for product or process improvement.

• Documenting all customer interactions, issues, and resolutions accurately and thoroughly in the customer service log or ticketing system.

• Using available tools and resources to update customer profiles and ensure smooth communication across teams.

• Providing written feedback to be included in the department wrap report.

You have the following direct or transferable skill sets:

• 1 year of relevant experience.

• Outstanding written and interpersonal communication skills to work effectively with a variety of people.

• Excellent organizational skills.

• Customer support or call center experience.

• Working knowledge of databases along with proficiency in Google Products.

• Experience working with CRM systems such as Zendesk or Zoho Desk and Eventive or another ticketing system.

• Legal authorization to work in the United States.

You will be successful in this role if you…

• Help patrons have the best Festival experience possible by assisting with inquiries quickly and resolving or escalating issues.

• Demonstrate patience and understanding with internal and external constituents.

• Work collaboratively to support your fellow team members and patrons.

In addition to an hourly pay of $19.29, this position* is eligible for benefits & perks, highlights include:

• Paid sick leave and Institute holidays

• Employee assistance program

• Employee Wellness Initiatives

• Sundance Film Festival passes and benefits (varies each year)

*Applications open 10/23/2026 and will be accepted for at least one week