Email Support Team

Job description

Job Description Job Title: Email Support Team Division: Communications Department: Email Support Reports to: Email Support Manager Position Type: Unpaid Volunteer Location: Remote with occasional in-person meetings (location-dependent), not expected to be on-site during convention dates but preferred. About Anthro SoCal Anthro SoCal is a community-driven convention celebrating furry fandom through art, performance, gaming, and social connection. Our success depends on the dedication and enthusiasm of our volunteer team. Anthro SoCal was formally known as Another Furry Con in 2024-2025. Position Overview The Email Support Team member serves as the digital front line of the convention, acting as a crucial, direct link between the organization and our attendees, vendors, and guests. In this staff-level role, you are responsible for managing the incoming convention support channels, answering questions, resolving issues, and calming anxious attendees before and during the event. Operating purely via written correspondence, you represent the voice of the convention from behind the screen. If you are a patient, empathetic communicator who can learn complex policies quickly and maintain a friendly, professional tone under a high volume of messages, this role is a perfect fit. Time Commitment Year-round: 5-10 hours a month As convention approaches: Typically 2-5 hours per week, depending on email volume Convention weekend: On-site presence is not required, but active monitoring should be expected Key Responsibilities Your shift will center around digital hospitality, policy communication, and support queue management: Inbound Correspondence Management: Monitor and respond to incoming emails across various convention support channels, addressing inquiries regarding registration, schedules, location details, and general event policies Problem Resolution & Escalation: Help attendees resolve registration discrepancies, transfer requests, or registration issues using the convention’s tools. You will recognize and escalate complex or sensitive matters to the team manager when necessary Accurate Information Dissemination: Act as a thoroughly informed guide, providing attendees with clear, up-to-date information regarding convention rules, policies, and deadlines. Seeking assistance from other departments when the answer is not known Tone & Brand Representation: Ensure every email sent is written with a polite, empathetic, and professional tone, transforming frustrated or confused inquiries into positive customer service experiences Qualifications Required: Punctuality & Reliability: Strict adherence to scheduled shift times. Because emails pile up quickly during an event, being online and ready to go on time is critical to maintaining fast response times Aptitude for Learning: A proven ability to quickly learn convention policies, code of conduct nuances, and registration software during staff training Written Communication Skills: Exceptional written English skills, including strong grammar, clarity, and the ability to convey complex policies in a warm, digestible manner Problem-Solving & Patience: The ability to "think on your feet" when encountering unique attendee scenarios and remain completely unbothered, helpful, and polite when dealing with repetitive or frustrated emails Preferred: Customer Service or Helpdesk Experience: Prior experience in email support, ticketing systems (e.g., Zendesk, Freshdesk, Jira Service Management), front-desk reception, or a customer-facing role Convention Experience: Previous experience staffing or volunteering for a furry convention or similar fan-run event Basic Tech Literacy: Comfort working across multiple browser tabs, shared spreadsheets, and communication channels like Discord simultaneously What We Offer While this is an unpaid volunteer position, we provide: Free convention membership and staff perks Staff hospitality (meals/snacks during your shifts at-con) Exclusive staff events and social opportunities Recognition in convention materials Experience in event management and team leadership A supportive, creative community environment References and recommendation letters upon request Anthro SoCal is committed to creating an inclusive environment. We welcome volunteers of all backgrounds, experiences, and skill levels. All volunteers must be 18 years of age or older.