Digital Guest Services Manager

This is a Full Time Job

C3 Presents - Digital Guest Experience Associate Manager

THE JOB

The Digital Guest Services Associate Manager is the first point of contact for patrons engaging with C3 Presents' North American festivals and events through digital channels. This role ensures every guest interaction reflects professionalism, empathy, and brand voice while maintaining accurate, accessible information across the Zendesk Help Center.

In addition to managing daily customer correspondence, this position collaborates with internal departments (Marketing, Operations, Legal, and Event Staff) to source, validate, and publish approved messaging, policies, and procedures. The Associate Manager plays a critical role in shaping the digital customer journey and ensuring that festival guests feel supported, informed, and valued.

WHAT THIS ROLE WILL DO

Guest Communications
• 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

Knowledge Base & Messaging
• 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.

Onsite Support
• 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

Information Systems & Reporting
• 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
• Other duties and projects as assigned

WHAT THIS PERSON WILL BRING
• Bachelor's degree, or 2+ years of experience in customer service, communications or similar role
• Proficiency in Zendesk (required), 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

C3 CORE COMPETENCIES
• Demonstrate integrity in the way you operate in day-to-day business and the way you deal with people
• Communicate effectively with various audiences by organizing and delivering information appropriately and listening actively to others
• Proactively seek solutions to problems. Be enthusiastic and energetic in your approach to your job. Commit to putting in extra effort with a positive attitude.
• Be flexible in handling change, able to juggle multiple demands, and adaptable to new situations with fresh ideas or innovative approaches
• Stay composed, confident, optimistic, and in problem-solving mode when the going gets tough
• Possess the skills needed to perform your job well, paying close attention to detail, accuracy, and completeness