Live Operations Coordinator - Support (Remote/Overnight)

Position Overview

Join a dynamic team in a casual environment where no two days are alike! 3Play Media provides live closed captioning for a wide range of clients, and we need an energetic coordinator who can help keep all of our projects on track. Our team provides Live captions for news broadcasts, live sports, streaming events, corporate meetings, and more. Your job will help ensure that viewers don’t miss a single word.

The Live Operations Coordinator for our Support team will work under the general direction of the Live Operations Support Supervisor on the Live Operations team. You’ll be responsible for the coordination, monitoring, troubleshooting, and scheduling of live captioning events. You will provide support to clients and caption writers to ensure our service obligations, goals, and program standard operating procedures are met. You will provide overall assistance as it relates to program coverage, preparation, and transmission of live captioning.

General Criteria

This role requires strong organizational skills, communication, and the ability to troubleshoot technical issues. Must be comfortable with general technology, Microsoft Windows, and keyboarding. The ideal candidate will be collaborative, proactive, detail-oriented, and able to respond quickly in a live events production environment.

We hire across the United States and Canada, with offices in Minneapolis, MN and Calgary, AB. Candidates local to either office are preferred, though remote arrangements are also welcome.

This role works a consistent Friday–Monday schedule with hours centered around 2:00 AM–12:30 PM CT. Hours may vary based on operational needs, so flexibility is desired.

The expected hourly rate for this role is CAD$25.00 - CAD $27.00 ($18.19 USD - $19.64 USD). Benefits include medical, dental, vision, paid time off, and a full suite of ancillary benefits.

Key Duties & Responsibilities

Live Captioning Management: Collaborate with the Live Captioning team to coordinate daily live captioning services, ensuring all programs meet customer expectations.

Communication Management: Handle incoming phone calls, organize and promptly respond to emails, and monitor instant messages to ensure effective and timely communication across channels.

Monitoring & Troubleshooting: Monitor live captioned events, promptly troubleshoot issues, and document disruptions.

Coordinate information: Collect, organize, and distribute program-related information to internal teams and external stakeholders.

Data Routing: Manage the routing of closed caption data through server equipment using control software.

Order Creation & Scheduling: Create captioning orders and assign production resources for urgent requests.

Client Requests & Special Projects: Address unique client needs, such as custom caption files, pre-event testing, and other special accommodations beyond standard programming.

Process Improvement: Identify opportunities to enhance operational efficiency by staying informed on departmental requirements and collaborating on enhancements.

Documentation & Procedures: Create and maintain technical and operational documentation to support team workflows and knowledge sharing.

Quality Control: Evaluate the quality, accuracy, and completeness of live captions, providing constructive feedback for continuous improvement.

Billing Integrity: Accurately input program and billing information into resource planning software.

Flexibility & Availability: Be available for overtime, weekends, and holidays as necessary to ensure full coverage for live events and commitments.

About 3Play Media

3Play Media is a technology company revolutionizing how people consume online media. Our premium accessibility and localization solutions serve over 10,000 higher ed, enterprise, media, and government customers. Established in 2007 at MIT Sloan, we've since expanded with headquarters in Boston, MA, and offices in Minneapolis, MN, and Calgary, AB.

Our team is hard-working, laid-back, and fun. There are no politics or wasteful meetings, and projects get done quickly and efficiently. The team is dedicated to building a successful company. The work we do is fun, engaging, and gratifying. Your work will have a direct impact on our company’s success.

Video content is everywhere, and digital accessibility solutions are critical for media and entertainment companies, corporations, and higher education institutions. Our solutions provide everything needed to create accessible and engaging content.