Are you the calm in the chaos with a passion for people? Join our team as a Customer Service Manager and help create smooth, positive experiences across the entire festival.

This full-time, temporary position will work at both our head office on Baker St. in beautiful Nelson, BC, and at the festival site near Salmo.
Position Dates: mid-April to mid-September 2026.

The Customer Service Manager plays a key role in the structure of the Customer Service Department as well as the parent department. They must be the most proficient at CRM use, as well as have a strong understanding of the knowledge base and policies that affect patrons. During the build period, they will need a keen eye for processes and administration as they will work closely with the parent department head to find efficiencies in all areas of the sub-departments. During showtime, the CS Manager will oversee several diverse teams and need to flexibly apply themselves to the areas that most need attention. If a patron issue becomes escalated, the CS Manager will be the final point of contact.

Roles and Responsibilities:

Daily auditing of inboxes.
Oversee the day-to-day operations in the Customer Service department.
Liaise with parent department head in all areas of operations.
Ensure all Customer Service inquiries are responded to in a timely manner.
Execute Customer satisfaction goals and coordinate with the team to ensure they are met.
Maintain accurate records and document all Customer Service activities and discussions.
Maintain a database of FAQs and key points.
Monitor and develop department KPIs.
Work with Marketing to develop a cohesive communications strategy across all channels (Email, DM’s, Social Media, etc.).
Assess service statistics and prepare detailed reports on your findings.
Train and Supervise any new Customer Service support staff as well as volunteers working during the festival.
Develop CRM, utilizing suitable functions to improve system efficiencies.
Act as the dedicated point of contact throughout the festival.
Final reconciliation of all credentials.

Qualifications:

Experience overseeing customer relations.
High level events operations experience.
Outstanding written and verbal communication skills.
Good understanding of customer service practices and techniques.
Excellent leadership and interpersonal skills.
Familiarity with productivity software (G-suite, MS Office).
Exceptional ability to manage details and to multitask in a fast-paced environment.
Ability to take initiative, employ good judgment, and manage projects from beginning to end.
Well organized and self-motivated.
Excellent attention to detail.
De-escalation and negotiation skills.
A certain degree of creativity and latitude will be required.
Should have a strong understanding of customer service standards.
Comfortable working with tight deadlines under pressure.
High level of literacy, communication and organizational skills.
Excellent writing, editing, and proofreading skills.
Confident and outgoing personality.
Ability to work in a culturally diverse work space without personal judgments or bias.
Reflect the Shambhala spirit through kindness, inclusivity, and a welcoming approach!

The Perks

At Shambhala, we're not just about the music; we're about creating an incredible experience for our team too. Here's what you can look forward to when you join us in a contract position:

Team Yoga Classes: Dive into wellness with complimentary yoga sessions for our HQ team in the off-season. Let's embark on a journey together toward enhanced well-being and mindfulness! 🧘‍♀️
The "20cm Rule": If Whitewater gets at least 20cm of snow overnight, Shambhala HQ staff have the option to take the morning off to enjoy the powder before heading to work. 🎿
Savoy Hotel Discounts & Bloom Nightclub Shows: Enjoy exclusive discounts on stays at The Savoy Hotel for you and your loved ones! Plus, as part of the Shambhala HQ team, you can attend selected shows at Bloom Nightclub free of charge. 🎟️
Casual Dress Code: Embrace your individuality with our flexible dress policy.
Competitive Salary: We offer a competitive salary that aligns with industry standards.
Unique and Exciting Work: Joining Shambhala HQ isn't just a job—it's a unique experience! Shambhala HQ staff get an insider's look at the festival, from planning to execution. Dive into the magic of Shambhala firsthand!

Ready to join the team? Submit your resume and cover letter below.

Pay Rate:

$23 per hour

Shambhala Music Festival is committed to employment equity. We strongly encourage applications from Indigenous peoples, Black people, racialized people, people with disabilities, people from gender and sexually diverse communities and/or people with intersectional identities.

Please watch the video below for an inside look at the culture you’ll be joining at Shambhala Music Festival! 🌻