Assistant Manager, Customer Relations

ASSISTANT MANAGER, CUSTOMER RELATIONS

Permanent

Full-time

TIFF is a charitable, cultural organization dedicated to presenting the best of international and Canadian cinema and creating transformational experiences for film lovers and creators of all ages and backgrounds in our home - TIFF Lightbox. Our mission: To transform the way people see the world, through film.

TIFF is committed to embracing diversity and treating all individuals with respect, dignity, and fairness by removing physical, social, and economic barriers to participation.

We encourage you to reflect on the land that you are on, who the traditional keepers of the land are, what the treaty relationship is, or if it’s unceded territory. TIFF is located on the Treaty Lands and Territory of the Mississaugas of the Credit and the traditional territory of the Anishinaabe, the Wendat, and the Haudenosaunee. We are grateful to work on this land.

We are currently hiring for the position of:

ASSISTANT MANAGER, CUSTOMER RELATIONS

Reporting to the Manager, Customer Relations, the Assistant Manager, Customer Relations plays a key role in overseeing daily customer service operations, ensuring a high standard of support across all ticketing and event-related inquiries. They act as a bridge between frontline staff and senior management, handling escalations, troubleshooting customer issues, and streamlining communication to enhance the overall customer experience.

RESPONSIBILITIES:

Staff Management

• Provide direct leadership, coaching, training, and support to part-time Customer Relations Supervisors and Agents of the Box Office and Call Centre, ensuring the consistent delivery of exceptional service.
• Create and update training information for the part-time Customer Relations staff and other Visitor Experience staff.
• Assist with the training and use of systems, including Archtics, Ticketmaster One.
• Lead scheduling and payroll for the part-time Customer Relations staff.
• Manage performance reviews for the part-time Customer Relations staff.

Box Office Administration

• Assist with the maintenance of the Box Office floats, daily financial reconciliation, replenishment of change, and Box Office financial reporting.
• Troubleshoot technical system errors on all Box Office equipment and software.
• Investigate and resolve transaction-level discrepancies, ensuring accurate accounting and data collection.
• Manage Box Office supplies, including ticket stock, marketing materials, gift cards, and general office supplies.
• Adhere to PCI compliance, ensuring confidentiality of all customer information collected.
• Perform some light lifting as required to support management of Box Office supplies.
• Perform any other duties as required.

Customer Relations

• Act as first point of contact for part-time Customer Relations staff, including general inquiries and escalated customer scenarios.
• Manage customer service correspondence via TIFF’s customer relations email, call queues, live chat, and social media channels.
• Liaise with various TIFF departments to provide staff and customers with accurate ticketing, programming, and event information.
• Maintain customer-facing communications, including FAQs on tiff.net and pre-written email templates.
• Support TIFF’s Loyalty department with processing Membership sales and providing service to Members.
• Anticipate potential problem areas in TIFF’s customer experience and adapt service delivery to overcome them.

JOB GRADE & SALARY:

• Job Grade 2
• $50,000/Annually

TARGET START DATE:

• March 31, 2025

WORK LOCATION:

• Office Location: 350 King Street West, Toronto, ON M5V 3X5
• Weekly in-office requirements:
• Minimum 5 days
• Evenings/weekends
• Festival Office Requirements: Full Time during Festival

MINIMUM REQUIREMENTS:

• 3+ years experience working in a supervisory customer service role.
• 2+ years experience in a computerized Box Office/Ticketing environment.
• Experience with Archtics and Ticketmaster products preferred.
• Experience with documentation and copy editing, including creating and maintaining internal process documents and reviewing customer-facing communications for clarity and accuracy.
• Advanced Microsoft Office skills, including Word and Excel.
• Advanced Google Workspace skills, including Gmail, Drive, Sheets, Slides, and Forms.

HOW TO SUBMIT & APPLICATION DEADLINE:

• All applications must be submitted online through TIFF’s Career Centre.
• Please upload your cover letter and resumé as PDF(s), before the deadline of Monday, March 10, 2025.

CLOSING:

We thank everyone who applies for their interest, but only candidates selected for an interview are contacted.

Candidates must be legally able to work in Canada at this time. TIFF regrets that it is unable to sponsor employment Visas; however, TIFF considers and welcomes individuals on time-limited Visa status for this position. For consideration to those on time-limited Visa status, your Visa must allow you to complete the full contract.

Please send any questions via e-mail only to careers@tiff.net.

TIFF is committed to fostering an inclusive and accessible environment where employees feel valued and respected, and where every employee has the opportunity to realize their potential. As such, we welcome and encourage applicants who identify as racialized persons, Indigenous persons, persons with disabilities, and persons across the spectrum of sexual orientation and gender identities.

If you are a person with a disability and require accommodation and/or assistance during the application process, please contact us in advance at careers@tiff.net. We strive to provide reasonable accommodations whenever requested.