Offer summary

Qualifications:

3+ years in a guest-facing role such as support, hospitality, or live events., Strong written and verbal English skills, with a clear and friendly communication style., Hands-on experience with tools like Zendesk, Slack, and Asana., Ability to multitask and stay organized in a fast-paced environment..

Key responsibilities:

Support guests through various channels including Zendesk, Slack, and email.

Troubleshoot booking and delivery issues with empathy and clarity.

Manage requests and updates via Asana, including refunds and cancellations.

Supervise the on-site concierge team and monitor guest feedback for improvements.

Job description

About 100x Hospitality

At 100x Hospitality, we create unforgettable live event experiences—and exceptional customer support is central to making that magic happen. Whether it's through thoughtful communication, seamless problem-solving, or behind-the-scenes coordination, we aim to make every customer interaction smooth, positive, and on-brand. We care deeply about creativity, quality, and sustainability, and we’re looking for someone who brings those values into every conversation.

We’re a small team doing big things—launching events, building merch lines, and delivering 100x experiences across the board. You’ll have the freedom to bring ideas, solve real problems, and shape how we support our fast-growing community. If you're passionate about service, operations, and leaving people better than you found them, we’d love to meet you.

The Role

We’re on the hunt for a friendly, resourceful, and detail-obsessed Guest Services Manager to help us deliver world-class service to our guests, customers, and event attendees. You’ll be on the front lines—handling inquiries, solving issues, and making sure our community feels heard, supported, and wowed.

What You’ll Be Doing

Support guests via Zendesk, Slack, and email (plus phone/chat during events)
Troubleshoot booking, merch, or delivery issues with clarity and empathy
Manage requests via Asana, including refunds, name transfers, and cancellations
Supervise on-site concierge team, managing schedules and supporting staff inquiries
Monitor guest feedback and flag recurring issues or opportunities
Keep internal records and status updates up-to-date
Assist with event support: chatbot QA, welcome guide content, post-event outreach

What We’re Looking For

3+ years in a guest-facing role (support, hospitality, or live events)
Strong written and verbal English skills—clear, confident, friendly
Hands-on experience with Zendesk, Slack, and Asana
Able to multitask and stay organized under pressure
Calm, thoughtful problem-solver who thrives in a fast-paced setting
Comfortable working across time zones and collaborating remotely

Bonus Points If You Have

Experience supporting a product or event-based business
Familiarity with Shopify, Airtable, or other tools used in logistics/merch/customer ops
An eye for improving workflows or help center content