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About the Role

The Assistant Manager, Customer Relations will oversee a part-time team and manage the day-to-day operations of TIFF’s two customer service locations. This role involves managing exceptional service, daily reconciliations, reporting, office administration, staff training, documentation, transactional communications, and client ticketing support.

Responsibilities

• Provide direct leadership, coaching, training, and support to part-time Customer Relations Supervisors and Agents.
• Design, build, and update training modules for staff, focusing on service excellence, systems, and operational readiness.
• Maintain and update operational manuals, standard operating procedures (SOPs), and onboarding guides.
• Assist with the training and use of ticketing systems, including Archtics, Ticketmaster products, and ODCC.
• Lead scheduling and payroll for part-time Customer Relations staff.
• Manage performance reviews and professional development for part-time Customer Relations staff.
• Oversee and manage full-cycle ticketing support for 3rd-party clients, including setup and inventory management.
• Lead on-site execution of 3rd-party client ticketing operations during external events.
• Assist with the maintenance of Box Office floats, daily financial reconciliations, and reporting.
• Troubleshoot technical system errors on Box Office equipment and software.
• Investigate and resolve transaction-level discrepancies.
• Manage Box Office supplies, including ticket stock and marketing materials.
• Adhere to PCI compliance and ensure confidentiality of customer information.
• Perform light lifting as required for ticket supplies and event setups.
• Act as the first point of contact for customer relations staff inquiries and escalated customer scenarios.
• Manage customer service correspondence via email, call queues, and live chat with patience and professionalism.
• Promote and enforce accessible customer service standards (AODA) across all locations.
• Create, schedule, and manage transactional customer communications for TIFF programming and 3rd-party client events.
• Liaise with internal departments and 3rd-party event organizers to provide accurate information.
• Write, edit, and maintain customer-facing copy across all customer relations channels.
• Support the Loyalty department with Membership sales and Member service.
• Anticipate potential problem areas in customer experience and adapt service delivery.

Requirements

• 3+ years working in a supervisory or management customer service role.
• 2+ years experience in a computerized Box Office or ticketing environment.
• Strong working knowledge of accessibility standards (e.g., AODA Customer Service Standards).
• Experience accommodating diverse customer needs (accessible seating, assistive devices, support persons).
• High emotional intelligence, extreme patience, and a calm, customer-focused attitude.
• Advanced experience in cash handling, office administration, banking, accounting, and safe/float management.
• Strong copywriting and editing skills with demonstrated experience crafting written communications.
• Demonstrated ability or experience developing staff training modules, SOPs, and operational manuals.
• Advanced Google Workspace skills (Gmail, Drive, Sheets, Slides, Forms).
• Microsoft Office proficiency (Word, Excel).
• Comfortable in a leadership role—directing staff, self-directing workflow, and making sound decisions under pressure.
• Excellent verbal and written communication skills in English.
• Critical thinking, strong problem-solving skills, and high attention to detail.
• Flexible work schedule that may primarily focus on afternoon and evening shifts.
• Prioritizes consistent on-site operational support, including evenings, weekends, and holidays.
• Position requires being in-office / on-site on a regular basis.
• Ability to work calmly in a fast-paced, high-volume, live-event environment.
• Adaptable to increased hours and time-off blackout periods during peak operations.
• Must be legally able to work in Canada.
• TIFF is unable to sponsor employment Visas.

Skills

• Ticketing systems (Archtics, Ticketmaster products preferred)
• Accessibility standards (AODA)
• Customer service
• Staff management
• Training development
• Operational manuals
• Standard operating procedures (SOPs)
• Onboarding guides
• Financial reconciliation
• Reporting
• Office administration
• Transactional communications
• Client ticketing
• Box office operations
• Call center operations
• Customer relations
• Communication
• Copywriting
• Editing
• Google Workspace
• Microsoft Office
• Leadership
• Problem-solving
• Attention to detail

Location

• TIFF Lightbox

Work Type

• Permanent
• Full-time
• On-site

Experience Level

• 3+ years supervisory or management customer service experience
• 2+ years ticketing system experience

Salary/Compensations

• $50,000-$70,380

About the Company

• 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.
• 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.

Equal Opportunity

• 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.
• 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.