Event Registration & Customer Support Associate

POSITION OVERVIEW 

As the Event Registration & Customer Support Associate, you’ll be a key member of TED’s Events department, guiding attendees through the registration process, providing white-glove customer service and ensuring a seamless experience leading up to and during conferences and events. You’re customer-focused and detail-oriented with a proactive approach, able to expertly support attendees as well as manage data and compile audience analytics. 

If you’re both a numbers person (strong data management) and a people person (customer service that goes above and beyond), we hope you’ll apply. This is a 9-month engagement, with the possibility of conversion to a full-time role based on business needs and performance.

NOTE: We will only consider candidates within commuting distance to our NYC office in SOHO and candidates who submit a cover letter.

RESPONSIBILITIES 

TED flagship conferences 2-3 flagship conferences (up to 2000 attendees) held each year in North America + around the globe 

• Provide world-class customer service via email and phone to facilitate a smooth registration journey for attendees ahead of the conference. 
• Support and process attendee registrations, including troubleshooting, payment tracking, creating reports and updating database content. 
• Lead conference crew and vendor check-in process, including managing pre-conference registration, training and supervising accreditation staff, and overseeing the crew and vendor check-in area. 
• Lead crew and vendor check-in onsite at conference venues for extended periods (often between 7-14 days per event). 

NYC events 

• 5-10 smaller events (50-300 attendees) held in the TED Theater at TEDHQ and around NYC 
• Coordinate all aspects of the attendee experience from pre-planning to onsite execution in collaboration with leadership, including invitation timelines, invite and RSVP list management, and on-site attendee check-in. 
• Prepare front-of-house staffing plans (check-in staff, coat check, and wayfinders) in collaboration with internal stakeholders and oversee the team on prep and event days. 
• Provide world-class customer support for event attendees during pre-planning via email and in-person on event day. 
• Work closely with internal stakeholders and provide general event logistics support (pre-planning, set up, tear down, etc.). 
• Support onsite for pre-event and event days (often between 2-4 days). 

Administrative 

• Respond to high volumes of attendee and stakeholder emails, ranging from questions on how to register to troubleshooting tech issues, achieving a response time of 24 hours or less. 
• Utilize TED tone and voice guidelines in all attendee communications. 
• Compile and/or update attendee analytic reports for leadership utilizing TED’s CRM(s), Google Sheets, and Excel. 
• Manage inventory across multiple locations and coordinate shipping as needed. 
• Commute to the NYC office in SoHo for meetings and to complete in-office projects as needed.