Customer Service and Ticketing Supervisor

How You’ll Contribute

Who We Are
Job Profile Summary
The National Geographic Society headquarters, based in Washington, D.C., is undergoing a significant renovation project on its campus, the National Geographic Museum of Exploration, to be completed in 2026. Components of the new guest experience will include a state-of-the-art pavilion entrance, auditorium, iconic photo gallery, exhibition space, immersive walk-through attraction, retail, food and beverage, education center, archives, tours, and exciting new event space.

The Customer Service and Ticketing Supervisor will be responsible for overseeing daily ticketing and customer service operations at the National Geographic Museum of Exploration. As part of the Visitor Experience team, this position will help to provide the highest level of customer service to our visitors and brand supporters. The Supervisor will oversee daily museum operations for our team of ticketing agents, assist with both in-person and virtual constituent support, help facilitate membership benefit redemption and provide support as needed to NG Live and other events taking place at Base Camp headquarters.

This role requires individuals to be on-site to perform job responsibilities. Must be flexible and able to work nights, weekends and holidays as museum operating hours and programming demands.

Your Impact

Responsibilities Include:

Daily Operations & Public Programming Support (60%)

• Oversee the team of ticketing agents who staff the information desk and ticket office

• Staff the museum and live events, serving as a point of contact for visitors and customers who need assistance

• Help facilitate benefit redemption for National Geographic Society members

• Support ticket sales and night-of staffing for all Museum of Exploration programming, including but not limited to National Geographic Live and museum after hours events

• Provide support for rental and donor events as needed

• Handle daily cash deposits and maintain financial records for reference purposes

• Relay visitor feedback to Customer Service and Ticketing Manager

Staff Coordination (20%)

• Hire and onboard new Ticketing staff and train existing staff with updates and changes as necessary

• Coordinate weekly schedules for the ticketing team for museum operating hours and after-hours programming

• Disseminate all updates and changes within ticketing system and customer service operations to Ticketing Agents

• Maintain communications with Visitor Experience and Groups Supervisors for operational understanding of current and upcoming needs across the wider Visitor Experience/Services team

Communication, Reporting, and Organizational Support (20%)

• Provide relevant staff with daily reports detailing an overview of the day’s highlights and issues

• Provide support with running automated reports from ticketing system as necessary

• Disseminate NGS resources and provide support to Ticketing Agents as they relate to ticketing and customer service

• Provide on campus event support across the Society as needed, including but not limited to National Geographic Live and Signature Events

What You’ll Bring

Education

High school diploma or GED required. Bachelor’s degree or equivalent experience a plus.

Experience:

 5+ years of experience working in customer service. Plus for being in a museum or arts and culture institution. At least (2) years of experience at the supervisory level. 

Knowledge and Skills Required

• Excellent oral communication and interpersonal skills

• Flexibility and positivity in dealing with people

• Experience working in a ticketing system

• Experience with a CRM database 

• Ability to think quickly and be proactive about resolving customer service issues

• Experience corresponding with customers and representing a large, internationally recognized brand

• Ability to spend 5+ hours a day navigating our public spaces

• This role requires individuals to be on-site to perform job responsibilities. Must be flexible and able to work nights, weekends and holidays as museum operating hours and p