Enterprise Support Specialist

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 demand-side 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.

• 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

• 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

• Work closely with teammates to ensure consistent support experiences

• Share product feedback or recurring issues with leads or operations team

• 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