Associate, Volunteer Support Services

Responsibilities

• Provide exceptional volunteer support to the LA28 Volunteer Crew, serving as a key touchpoint for volunteers throughout their journey
• Respond to volunteer inquiries across assigned channels (email, phone, chat, or ticketing systems)
• Provide clear, accurate information based on approved scripts, FAQs, and policies
• Log, track, and update volunteer cases in CRM or ticketing systems
• Identify issues that require escalation and route them according to established workflows
• Support accessibility and accommodation related inquiries with care and discretion, escalating when required
• Flag emerging trends, recurring questions, or issues to Contact Center leadership
• Assist with maintaining knowledge base content, templates, and standard responses
• Support peak activity periods with flexibility in scheduling and workload
• Contribute to a respectful, inclusive, and volunteer - centered support environment
• Support on site at the Volunteer Experience Center and at Volunteer in the Community events as needed
• Background & Requirements:
• Associate's or bachelor's degree or equivalent experience
• Minimum 3 years of experience in customer service, contact center support, or a related role
• Experience working with volunteers
• Experience handling inquiries or requests in a high ‑ volume or public ‑ facing environment
• Basic experience using CRM, ticketing systems, or shared inbox tools preferred
• Expectations:
• Strong written and verbal communication skills, with a friendly and professional tone
• Excellent attention to detail and ability to follow established processes and scripts
• Ability to manage multiple requests and prioritize work in a fast ‑ paced environment
• Strong customer service mindset with empathy and patience
• Comfort escalating issues appropriately and following guidance from leadership
• Basic problem ‑ solving skills and willingness to learn
• Comfortable working with volunteers and the general public
• Willingness to work flexible hours or extended schedules during peak operational periods
• Education:
• Associate's or bachelor's degree or equivalent experience
• Physical Requirements and Working Conditions:
• Available to work onsite in our Downtown Los Angeles-based office.
• Available to work onsite at the Volunteer Experience Center and at volunteer events as needed.
• The majority of work will be conducted in an office setting, requiring extended periods of time using computers, phones, and other office equipment.
• The LA28 office is an open floorplan working environment; employees must be able to work efficiently in an open cubicle environment.
• Hours of work may vary, including evenings, weekends, and holidays, especially during peak event periods.
• Perform other duties as required; the role will evolve over time and may include operational responsibilities during the Olympic and Paralympic Games.
• The annual base salary range for this position is $70,500.00- $82,000.00. The pay scale provided is the range that LA28 reasonably expects to pa

Benefits

Additional Information

LA28 does not provide relocation assistance. LA28 is the independent, non-profit, privately funded organizing committee for the Los Angeles 2028 Olympic and Paralympic Games. We are on a singular mission to create an Olympic and Paralympic Games that celebrate all that this city and country have to offer, delivering an unparalleled experience for athletes, fans, partners and our community. The 2028 Games mark the return of the Summer Games to the U.S. for the first time in 32 years and Los Angeles' third time hosting an Olympic Games and first time welcoming the Paralympic Games. This presents the unique and exciting opportunity to celebrate our legacy with the Games and push the Olympic and Paralympic Movements forward, writing a new chapter of Games history in Los Angeles. Putting on an Olympic and Paralympic Games is a team sport. To build a Games unlike any the world has seen before, we need the best team in place-a team full of diverse perspectives, experiences and expertise. We are guided by the following set of values and behaviors-optimism, integrity, excellence, inclusion, co-creation and boldness-and look forward to hearing about how your past experiences align with them. Associate, Volunteer Support Services: The Associate, Volunteer Support Services supports the day-to-day operations of the Volunteer Contact Center, serving as a frontline resource for volunteer inquiries across multiple channels. This role provides accurate, timely, and professional responses to volunteers, escalates issues as needed, and helps ensure a positive and consistent volunteer experience throughout the volunteer journey. The Associate works closely with Contact Center leadership and cross‑functional teams to stay informed on program updates, policies, and timelines, and plays an important role during peak periods such as application launch, onboarding, training, and Games‑time operations. This role reports to the Manager, Volunteer Support Services.

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