What are the responsibilities and job description for the Support Coordinator position at The Escape Game?
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.
Salary : $18 - $22