Customer Support Specialist

Job Summary

Enthusiastic and detail-oriented, the full-time Customer Support Specialist III will manage a portfolio of cases and inbound interactions, ensuring crew members and client users receive prompt and accurate support for product inquiries and technical issues in a remote environment.

Key responsibilities

• Own and resolve a portfolio of cases through email, live chat, and phone interactions, serving as the primary contact for users
• Diagnose and troubleshoot product behaviors and workflows, investigating issues and advising on solutions
• Collaborate with cross-functional teams to address customer issues and contribute to operational excellence through documentation and process improvement

Required qualifications

• 2+ years of experience in customer support, technical support, or an administrative role related to film and television production or B2B SaaS
• Strong knowledge of film and television production workflows, with production accounting or payroll experience highly valued
• Proven ability to manage a case queue, multitask, and prioritize effectively in a fast-paced environment
• Experience with tools such as Salesforce, Linear (or similar), PagerDuty, and Slack
• Excellent written communication skills for documenting customer issues and creating internal tickets