Support Coordinator

Support Coordinator

Mission: To design & deliver epic interactive experiences for every single guest

Values:

• Excellence: We are relentless in our pursuit to be the best.
• Passion: We love our guests, our brand and our games.
• Growth: We believe in expanding our business and selflessly working together
• Integrity: We endeavor to honor God through hard work, honesty, generosity and fairness.
• Teamwork: We can best accomplish our goals by selflessly working together.
• Creativity: We are always expanding the boundaries of what is possible.

Overview

The Support Coordinator role keeps TEG's experiences running at a high standard from build through daily operation, focusing on the stores within one assigned zone. This position handles quality control on shop-produced components, on-site support to prepare new stores and games for handoff to operations, and ongoing troubleshooting once locations are live. It is a fit for someone organized, mechanically capable, and willing to travel to support launches and resolve issues in person.

Key Responsibilities

• Production Quality Control
• Create and maintain Quality Control documentation of produced components.
• Perform QC in the shop for all experiences produced by The Escape Game.
• On-Site Punch & Demo Support
• Review Floor Plans for all upcoming locations and provide feedback as necessary.
• Generate a clear list of items that need to be completed before the store/games are handed over to operations & work with the PM team to resolve open issues.
• Generate documentation for each new store/game launch & transfer on-site knowledge to the Zone Support team.
• Support urgent game issues and store organization during demos.
• Be an ambassador of TEG's brand during all site visits.
• Ongoing Support & Troubleshooting
• Resolve issues in the store via tickets and calls.
• Facilitate repairs with third-party vendors.
• Travel for repairs as needed & coordinate with Ops for effective resolution.
• Train stores on safe tool usage.
• Maintain post-launch oversight of stores by performing routine spot checks, support check-ins, and scoping improvements or renovations to ensure ongoing quality and operational excellence.

Job Requirements

• A love for escape games and experiential entertainment.
• Strong organizational & communication skills.
• Ability to lift/carry up to 50 pounds individually.
• Able to stand, walk, climb ladders, and navigate tight spaces for extended periods of time.
• Basic Google Suite experience (Gmail, Drive, Sheets, Docs)
• Basic Understanding of production and fabrication processes, including CNC, Carpentry, Scenic, Paint, and Controls Technology

Starting Pay: $18-$22/hour, depending on experience

Expected Average Weekly Hours: 40-45 hours per week in-office, and up to 70 hours per week on-site.

Overtime will be paid in accordance with state and federal laws.

Travel Expectations: Travel for store launches and emergency support as needed. Up to 2 weeks at a time.

Expected Schedule: Monday - Friday, plus an on-call rotation that includes nights, weekends, and holidays.