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.