Customer Support Specialist III

Responsibilities

• - Support continuous improvement efforts by sharing best practices, surfacing opportunities for workflow optimization, deflection, or automation, and incorporating QA feedback into your day-to-day work.

Requirements

• Our growing team of 250+ people across the USA and Canada, including entertainment and technology experts from SAG-AFTRA, DGA, IATSE, Teamsters, Amazon, Microsoft, Facebook, and more.
• What you’ll do - Own a portfolio of cases and inbound interactions (email, live chat, and phone via Salesforce), serving as the primary point of contact from first touch through resolution for crew members and client users.
• experience in customer support, technical support, or an administrative role supporting film and television production (or equivalent B2B SaaS experience). - Strong knowledge of Film & Television production workflows; Production Accounting or payroll experience is highly valued.
• - Excellent written communication skills, with the ability to document customer issues clearly and create effective internal tickets and documentation.
• - Demonstrated ability to manage a case queue responsibly, multitask across multiple issues, and prioritize effectively in a fast-paced environment.
• Experience collaborating cross-functionally and a genuine enjoyment of working with others to achieve shared outcomes. - Familiarity with tools such as Salesforce, Linear (or similar bug tracking tools), PagerDuty, Slack, and Notion (or the ability to learn them quickly).
• Experience supporting high-volume case environments or complex, high-sensitivity customer scenarios. -
• Experience contributing to QA programs, mentoring junior support staff, or supporting team enablement. -
• Experience creating operating procedures or content for AI-powered support tools.

Experience

• What you’ll have - 2+ years of

Benefits