Guest Services Manager

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 empathyManage requests via Asana, including refunds, name transfers, and cancellationsSupervise on-site concierge team, managing schedules and supporting staff inquiriesMonitor guest feedback and flag recurring issues or opportunitiesKeep internal records and status updates up-to-dateAssist 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, friendlyHands-on experience with Zendesk, Slack, and AsanaAble to multitask and stay organized under pressureCalm, thoughtful problem-solver who thrives in a fast-paced settingComfortable working across time zones and collaborating remotely Bonus Points If You Have Experience supporting a product or event-based businessFamiliarity with Shopify, Airtable, or other tools used in logistics/merch/customer opsAn eye for improving workflows or help center content Job Details Competitive annual salary (adjusted for experience and location) Learning opportunitiesWorking in a great culture