Box Office Supervisor

TheatreSquared seeks a Box Office Supervisor to lead a small, close-knit team in delivering a high standard of service, sales, and communication. This role is the heartbeat of our patron experience - the first voice callers hear, a steady presence on the busiest nights, and the person the box office team looks to when things get complicated. This is a role for someone who leads from compassion as much as from structure — someone who can earn trust, navigate strong personalities, and build a team culture where accountability feels like care, not criticism.

This position oversees daily box office functions and directly supervises a team of 3 to 5 staff. As a collaborative team member who regularly engages with patrons, staff, and partners, this role helps TheatreSquared foster a community that is inclusive, responsive, and welcoming.

KEY RESPONSIBILITIES

Box Office Operations & Patron Services

• Serve as the lead for box office shifts, ensuring strong customer service, accurate reporting, and proper cash handling
• Supervise, support, and guide a team of 3 to 5 box office staff, providing clear direction and day-to-day oversight
• Assist with staff scheduling, shift coordination, and coverage needs
• Lead training and onboarding of new team members, setting clear expectations while making space for people to grow into the role
• Support daily operations including reporting, ticket mailings, and general workflow coordination
• Assist with annual season setup in Tessitura as needed
• Maintain accurate and up-to-date patron records in the ticketing system
• Process ticket sales and related transactions with a high level of accuracy
• Manage cash drawers and ensure proper reconciliation

Sales & Communication

• Actively support ticket sales including subscriptions, single tickets, and add-ons
• Communicate performance details, policies, and event information clearly to patrons
• Respond to patron inquiries by phone, email, and voicemail in a timely and professional manner
• Assist with outbound and inbound sales campaigns, including calling and mailing efforts

Problem Solving & Patron Experience

• Resolve ticketing concerns with a calm, positive, and solutions-oriented approach
• Provide guidance to staff in handling patron concerns and escalated situations
• Maintain a strong working knowledge of current programming, events, and organizational policies
• Support a welcoming and hospitable environment for all patrons

Collaboration & Professional Conduct

• Build genuine relationships with box office and front-of-house staff, creating an environment where people feel seen, supported, and held to a high standard
• Navigate interpersonal dynamics with discretion and empathy, especially in a small, close-working team
• Model the kind of steady, grounded presence that helps a team stay calm when the lobby is full and a patron is frustrated
• Coach and support staff through challenges rather than correcting them; understand that how you give feedback matters as much as what you say
• Maintain regular, reliable attendance and strong working relationships across the organization

QUALIFICATIONS

• Experience in customer service, ideally in a fast-paced or high-touch environment
• Experience leading, supervising, or coordinating the work of others in a team setting
• Strong interpersonal skills — the ability to read a room, adjust your approach, and bring out the best in people with different working styles
• Demonstrated ability to build trust with a team, including people with distinct personalities
• Comfort with the emotional labor of service work, and the ability to support staff through it
• Strong communication skills, with the ability to set clear expectations, give direct feedback with care, and hold difficult conversations when needed
• Ability to manage multiple priorities while keeping the team focused and supported
• Sound judgment and the self-awareness to know when to step in, when to coach, and when to listen
• Comfort working with the public and handling conflict with professionalism
• Willingness to learn and operate a Windows-based ticketing system such as Tessitura
• Flexibility to work evenings, weekends, holidays, and special events as needed

PREFERRED SKILLS

• Supervisory or team leadership experience in a customer-facing environment
• Experience coaching, mentoring, or developing staff — not just managing their output
• A track record of building team cultures where accountability and care go hand in hand
• Experience with Tessitura or a similar Customer Relationship Management system
• Experience in a theatre, arts, or non-profit environment
• Demonstrated ability to build and maintain strong relationships with patrons and colleagues

COMPENSATION & BENEFITS

This is a full-time, permanent position with an annual salary range of $40,000 to $44,000, based on experience and qualifications.

Full-time benefits include health and dental insurance, paid time off, holiday pay, paid parental leave, professional development support, complimentary and discounted tickets to our productions, discount to our cafe and bar, employer-sponsored short-term disability, $25,000 in employer-sponsored term life insurance, and a voluntary 401(k) plan.

ABOUT US

Our building is a true gathering place — a lobby full of regulars who know staff by name, a bar humming before curtain, and an audience that feels less like a crowd and more like a community.

TheatreSquared is Northwest Arkansas’s professional, non-profit theatre, recognized nationally for its bold new plays, intimate setting, and transformative community impact. Welcoming more than 80,000 patrons annually to over 350 performances and events, TheatreSquared is the largest professional producing theatre in the state and a proud champion of storytelling that uplifts, challenges, and connects.

With a commitment to arts education, TheatreSquared reaches thousands of students and educators across Arkansas, Oklahoma, and Missouri. Honored with the 2022 Obie Award and praised by The New York Times, The Wall Street Journal, and NPR, TheatreSquared continues to grow as a home for both innovative new works and world-class productions, rooted in the belief that theatre, done well and with passion, can truly transform lives and communities.