Customer Support Specialist

*This role is but candidates need to be based in PST or MST.

Company Overview:
Talent Systems, LLC is the leading technology solution provider for casting and auditioning to the entertainment industry. Casting directors and agents worldwide use Talent Systems’ portfolio of products to source and manage talent across film, television, commercials, theater, and digital projects, powering an unparalleled, global casting software ecosystem.

We are headquartered in Los Angeles and operate in the US, Canada, Mexico, UK, Australia, and India. Our portfolio brands include Casting Networks, Spotlight, Cast It Systems, Staff Me Up, Tagmin, Casting Frontier, and Cast It Reach.

Team Overview: The Talent Systems Support team delivers responsive, knowledgeable, and high-quality support for customers across the globe. With team members distributed across North America, Latin America, Europe, and Asia-Pacific, we work together to resolve issues, share insights, and ensure a consistent experience across all Talent Systems platforms.
 
Job Purpose:
Enterprise Support Specialists provide high-quality, thorough, and efficient support to our enterprise clients. This role involves resolving product issues, guiding clients through features and workflows, and acting as a liaison between clients and internal teams. Specialists also collect client feedback, facilitate training, and ensure we consistently meet expectations across the entire lifecycle — from onboarding to ongoing engagement. Client Support

• Respond to a high volume of client inquiries via email, phone, and chat in a timely and thoughtful manner
• Troubleshoot technical issues, report and escalate bugs 
• Follow up with clients to confirm issue resolution and satisfaction
• Recommend best practices and guide clients through product features and workflows

Cross-Team Collaboration

• Work closely with teammates to ensure consistent support experiences
• Share product feedback or recurring issues with leads or operations team

Relationship Management

• Build and maintain strong working relationships with enterprise clients
• Understand client goals and proactively identify ways to support their success
• Collaborate with Client Success and Business Development teams to ensure unified support

• Experience supporting VIP clients in a fast-paced support environment
• Strong written and verbal communication skills
• Tech-savvy and comfortable learning new software quickly
• Patient, empathetic, and able to stay calm under pressure
• Experience with cloud software, help desk tools, and CRMs (e.g., Zendesk, JIRA)
• Ability to work independently, manage competing priorities, and multitask effectively
• Experience worked in a casting office or agency preferred
• BA/BS degree preferred

The expected hourly rate is $26-$29 per hour depending on experience plus bonus and benefits