Customer Service & Operations Coordinator

We’re part of Informa, a global business with a network of trusted brands in specialist markets across more than 30 countries, and a member of the FTSE 100.

Our purpose is to connect our customers to information and people that help them know more, do more and be more. No other company in the world helps more people share professional knowledge or make business connections.

We run around 800 events each year, create digital platforms based on engaging news and information content, and operate professional development programmes for individuals and businesses.

B2C North America

FAN EXPO, VidCon, Interior Design Show, One Of A Kind, Artist Project, and Art Toronto are a division of Informa, the world’s leading events company, and together we create opportunities for fans to explore and celebrate all things pop-culture, through operational excellence, fandom expertise, and out-of-this-world content.

B2C North America is a division of Informa, the world’s leading events company, and together we create opportunities for fans to explore and celebrate all things pop-culture, through operational excellence, fandom expertise, and out-of-this-world content.

Ready to embark on a new and exciting adventure? Read on.

This role will be based in our 20 Eglinton Ave W, Toronto office

We’re looking for a Customer Service & Operations Coordinator to help enhance the fan experience at some of the most exciting live events in North America.  The Customer Service Coordinator will be part of a passionate team that enhances experiences that fans share and remember across FAN EXPO, VidCon, Interior Design Show, Artist Project, One of a Kind Spring & Christmas Shows, and Art Toronto.

You’ll play a vital role in ensuring our attendees have exceptional experiences.  This position offers the flexibility of hybrid working while requiring on-site presence at select events throughout the year.  Additionally, you’ll provide remote support for various events as needed.  We’re seeking a dedicated individual based in Canada who is ready to contribute to our dynamic team.

Key Responsibilities

• Deliver outstanding service via email and in-person interactions to provide the ultimate fan experience.
• Be prepared to travel to see our shows in action and provide on-site customer service as needed.
• Collaborate closely with the Operations and Marketing Departments to resolve customer and ticketing issues.
• Work with the Marketing team and ticket platform provider to identify and implement enhancements and new initiatives to improve the fan experience.
• Provide appropriate solutions and alternatives within time limits, ensuring follow-up and escalation when necessary.
• Assist with the placement of orders, refunds, upgrades, or exchanges.
• Manage a large volume of incoming emails and advise on company/show information.
• Offer assistance and propose options for accessibility requests.
• Keep accurate records of customer interactions and file necessary documents.
• Follow communication procedures, guidelines, and policies.
• Compile reports on overall customer satisfaction, ticketing, and other relevant areas as required.
• Assist with ticket builds across all B2C events and Will Call requests.
• Support the RFID badge ordering and fulfillment process.
• Bring new ideas, problem-solve, and support the execution of initiatives to enhance our evolving shows across the portfolio.
• Continuously contribute to the ongoing improvement of the overall event experience.
• Other duties as required.

Requirements

• Proven experience in a customer service role, preferably within the events industry.
• Strong communication skills, both written and verbal.
• Ability to work independently and manage time effectively.
• Willingness to travel and be on-site at select events throughout the year.
• Proficient in using customer service software and other relevant tools, such as Zendesk, Word, and Excel.
• Exceptional problem-solving skills and attention to detail.
• Positive attitude, strong work ethic and team player.
• Located in Canada.

We believe that great things happen when people connect face-to-face. That's why we work in-person with each other, or with customers and partners, three days a week or more. When you’re not spending time together in one of our offices or other workplaces – like at an Informa event – you get the flexibility and support to work from home or remotely.

We work hard to make sure Life at Informa is rewarding, supportive and enjoyable for everyone. Here’s some of what you can expect when you join us. But don’t just take our word for it – see what our colleagues have to say at LifeAt.Informa.com

Our benefits include:

• Great community: a welcoming culture with in-person and online social events, our fantastic Walk the World charity day and active colleague groups and networks promoting a positive, supportive, and collaborative work environment
• Broader impact: take up to four days per year to volunteer, with charity match funding available too
• Career opportunity: the opportunity to develop your career with bespoke training and learning, mentoring platforms and on-demand access to thousands of courses on LinkedIn Learning. When it’s time for the next step, we encourage and support internal job moves
• Time out: 15 days PTO rising to 20 after three years and 25 after six years, plus 10 national holidays, a birthday leave day and the chance to work from (almost!) anywhere for up to four weeks a year
• Competitive benefits, including a 401k match, health, vision and dental insurance, parental leave and an ESPP offering company shares at a minimum 15% discount
• Strong wellbeing support through EAP assistance, mental health first aiders, free access to a wellness app and more
• Recognition for great work, with global awards and kudos programs
• As an international company, the chance to collaborate with teams around the world

The salary range for this role is $50,000 - $55,000 based on experience. 
 

We’re not solely focused on a checklist of skills. We champion energy and ambition and look for colleagues who will roll their sleeves up, join in and help make things happen. If it sounds like a match and you have most – although not all – of the skills and experience listed, we welcome your application.

If you would like to request reasonable adjustments or accommodations to assist your participation in the hiring process and, or in the advertised position, please inform the appropriate Talent Acquisition Partner for the role once they have been in touch. Your request will be reviewed and considered in confidence. At Informa, you'll find inclusive experiences and environments where all perspectives and backgrounds are welcomed. As part of this approach and our diversity and inclusion commitments, we are also formally an Equal Opportunities Employer. This means we base decisions on relevant qualifications and merit and do not discriminate on the basis of key characteristics and statuses, including all of those protected by law. Ask us or see our website for full information.

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