Event Registration & Customer Support Associate

Company Description

TED is a global nonprofit dedicated to spreading ideas that matter - through talks, conferences, and experiences that connect and inspire. Our events bring together diverse voices to share ideas that shape the future.

TED is an equal opportunity employer and contractor engager committed to diversity, equity, and inclusion. We welcome applicants from all backgrounds and provide reasonable accommodation throughout the hiring process.

Job Description

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.

Qualifications

• 3-5 years of customer support experience, both in-person and online (ex. hotel concierge, airline guest services, etc).
• Experience working in live events is an asset (ex. conferences, theater, media, etc).
• Experience using CRMs to effectively manage customer data, communications, and customer support.
• Extensive knowledge and current work experience with Google applications / Microsoft suite (especially Excel / Sheets).
• Personable and collaborative. A strong communicator able to translate complex information into clear, simple messages both verbally and in writing.
• Meticulous attention to detail. Able to perform repetitive tasks with consistency and accuracy.
• Highly adaptable with the ability to manage multiple projects, quickly reprioritize tasks, solve problems, and perform well under pressure, especially when volume, urgency, and deadlines all hit at the same time.
• Tech-savvy, fast learner of new online tools and software.
• Experience adopting a specific brand voice across written and verbal communications is preferred.
• Must be able to commute to the NYC office for meetings and events, as well as travel within the United States and internationally as needed.
• Degree (preferred) or diploma in a related field.
• Mission-driven and committed to the power of ideas to change attitudes, lives and, ultimately, the world.

Additional Information

• Must be authorized to work in the United States.
• This position requires regular on-site presence at event venues.
• Ability to travel internationally is required.

About TED

TED is a global nonprofit dedicated to spreading ideas that matter - through talks, conferences, and initiatives that foster curiosity, creativity, and collaboration. Our events bring together diverse voices to share insights, drive innovation, and inspire action toward a better future.

To apply: Please submit your resume and cover letter telling us why you'd like to join our team. Only applications with cover letters will be considered.

Location: New York, NY


Hourly Rate - $30-$35/hour

TED Conferences LLC is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law.

Disclaimer: The above statements are intended to describe the general nature and level of work being performed by the person assigned to this position. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of the person.