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Customer Service and Ticketing Supervisor
2 weeks ago
How You'll Contribute
Who We Are
The National Geographic Society headquarters, based in Washington, D.C., is undergoing a significant renovation project on its campus, the National Geographic Museum of Exploration, to be completed in 2026. Components of the new guest experience will include 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 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.
Responsibilities Include
Daily Operations & Public Programming Support (60%)
- 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
Staff Coordination (20%)
- 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
Communication, Reporting, and Organizational Support (20%)
- 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
What You'll Bring
Education
High school diploma or GED required. Bachelor's degree or equivalent experience a plus.
Experience
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.
Knowledge And Skills Required
- 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
- 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.
Supervision
Up to 10 direct reports, Ticketing Agents
Salary Information
The National Geographic Society offers a competitive and holistic total rewards package. Our compensation structure and transparent pay philosophy are based on industry-specific market data for similar-sized nonprofit organizations.
The salary range for this position accounts for a wide range of factors including but not limited to organizational need; specific skill sets; experience and training; certifications; and more. At the National Geographic Society, individuals are typically hired at or near the starting point of the salary range for their role, and compensation decisions are dependent on the facts and circumstances of each case.
The hourly rate for this position is $ $26.93.
In addition, the National Geographic Society offers a competitive and comprehensive benefits package that includes, but is not limited to, 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; and a variety of National Geographic discounts and perks.
Job Designation
Resident - Our Resident category recognizes that certain staff need to be physically present at Base Camp to do their work. Some Resident staff must be at Base Camp every day to do their jobs, while others may only need to be physically present onsite some of the time to meet looming deadlines or to get work done and may require a unique schedule. As such, this category has been revised to provide maximum flexibility depending on what's required for each individual role. The days Resident staff come into the office will be determined by their teams and workflow, and they should work with their supervisors to determine their specific schedule. And throughout the year, their schedule may be adjusted based on cyclical work cycles, deadlines, and/or ebbs and flows of work.
Candidates must be legally authorized to work in the United States. This position is not eligible for visa sponsorship.
We encourage you to apply even if your experience is not a 100% match with the position. We are looking for someone with relevant skills and experience, not a checklist that exactly matches the job description. We want to help you grow and in return, you help us grow into a stronger, more inclusive organization.
