Hero Mission Coordinator

**Position Overview**

The Superhero Company is seeking a part-time **Hero Mission Coordinator** to be our behind-the-scenes superhero, managing client communications and hero operations for Toronto's #1 character entertainment experience. This remote position plays a critical role in creating legendary experiences for children and families across the GTA.

**Hours & Location**
- 15-20 hours per week (flexible scheduling)
- Fully remote position (must be in GTA time zone)
- Start date: Position to be filled by end of March 2025

**Compensation & Growth**
- Starting rate: $18.50 per hour
- Performance review: Every 90 days with opportunity for rate increases
- Performance incentives: Bonuses for booking conversions, 5-star reviews, and more
- Growth path: Potential for increased hours, compensation, and leadership opportunities

**About The Superhero Company**

We deliver extraordinary character entertainment experiences that create magical memories for children across the GTA. Our company culture is built on:

- Customer-first mindset: Every decision centers on creating legendary experiences
- Commitment to excellence: We deliver superior experiences to every family and company
- Heroic attitude: We stay in character, treat each other with respect, and maintain gratitude
- Magical moments: We're in the business of creating unforgettable childhood memories

**Key Responsibilities**

**Client Communications**
- Respond to all client inquiries within 60 minutes during working hours
- Provide warm, professional pre-event communications including availability, customization options, and event details
- Conduct post-event follow-ups to ensure client satisfaction and encourage reviews
- Transform inquiries into bookings through exceptional service and clear communication

**Mission Management**
- Provide accurate hero availability to potential clients
- Process and confirm client payments through our payment systems
- Customize mission details based on client requests and preferences
- Send professional confirmation communications with all relevant details
- Maintain meticulous mission calendar using our booking software
- Mission support & issue resolution including anticipate potential challenges with staffing, inventory, or logistics, and provide real-time troubleshooting during hero missions when needed
- Handle client concerns with professionalism and empathy

**Hero Team Management**
- Coordinate hero schedules for all missions across the GTA
- Manage hero inventory needs for each mission (costumes, props, special equipment)
- Maintain comprehensive hero files including:

- Training documentation and progress
- Performance reviews and feedback
- Incident reports and resolutions
- Maintain updated staff directory and communication channels
- Coordinate with heroes to ensure on-time arrivals and proper preparation

**Inventory Control**
- Track and manage costume inventory and condition
- Coordinate mission supplies and special requests
- Ensure heroes have all necessary equipment for each mission
- Flag supply or costume issues proactively

**Relationship Building & Outreach**
- Build connections with families and organizations interested in our hero experiences
- Follow up with potential clients in a helpful, informative manner
- Nurture relationships with partners who share our mission of creating magical experiences
- Connect with new corporate contacts to introduce our hero mission offerings
- Help families turn their interest into magical hero experiences through supportive guidance
- Conduct warm outreach to potential private and corporate clients
- Identify and pursue partnership opportunities
- Convert inquiries to bookings through exceptional service

**Tools & Technology**

Proficiency required with:

- Booking and scheduling software
- Customer Relationship Management (CRM) systems
- Team communication platforms
- Task management software
- Google Workspace tools (Docs, Sheets, Calendar, etc.)

**Qualifications & Skills**
- Strong organizational skills with excellent attention to detail
- Exceptional written and verbal communication abilities
- Customer service experience with a client-first mindset
- Technical proficiency with various software platforms
- Problem-solving skills and ability to think proactively
- Experience in children's entertainment industry (preferred)
- Ability to maintain confidentiality and professionalism
- Self-motivated with excellent time management skills
- Passionate about creating magical experiences for children
- Thrives in a fast-paced, dynamic environment
- Maintains a positive, solution-oriented attitude
- Genuinely enjoys helping families create memorable celebrations
- Detail-oriented while seeing the big picture
- Able to juggle multiple priorities effectively
- Embodies our heroic company values in all interactions

**Selection Process**
- Resume and cover letter review
- Initial video interview
- Skills assessment
- Reference checks
- 60-day trial period with