Lead, Voice Support Specialist

Company and Team Overview

Talent Systems, LLC is the leading technology solution provider for casting and auditioning in 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, the UK, Australia, and India. Our portfolio brands include Casting Networks, Spotlight, Cast It Systems, Cast It Talent, Casting Frontier, Staff Me Up, Tagmin, and Cast It Reach.

As Lead, Voice Support, you will be a player-coach combining hands-on customer support with team leadership. You will oversee a team of Support Specialists, ensuring SLA compliance, quality standards, and exceptional customer experiences across all voice channels. This is a hybrid role requiring both individual contributor excellence and people management capabilities.

• Lead, mentor, and develop a team of Support Specialists
• Own daily queue management, workload distribution, and SLA compliance
• Monitor team performance (CSAT, AHT, FCR, QA) and provide coaching
• Handle complex escalations and high-priority customer issues
• Troubleshoot advanced technical issues across all platforms
• Identify customer feedback patterns and communicate trends to Product and Engineering
• Lead onboarding, training, and cross-training initiatives
• Collaborate with global teams to ensure consistency
• Support flexible scheduling including weekends and after-hours coverage

What You Need

• 5+ years in customer support, with at least 2 years in a team lead role or above
• Deep expertise in voice/phone/chat/email support operations and call center management
• Proven track record managing team performance metrics (CSAT, SLA, QA, AHT, FCR)
• Strong technical troubleshooting across web apps, mobile apps, APIs, cloud platforms
• Proficiency with help desk software (Zendesk, Front), JIRA, and CRM systems
• Excellent English communication across cultures and time zones
• Demonstrated ability to mentor, coach, and develop team members
• High EQ with advanced de-escalation and conflict resolution skills
• Experience with cross-functional teams (Product, Engineering, Accounts, Marketing)
• Graduation is mandatory
• Should be able to do RCA & create improvement plans, should be solutions oriented

Nice to Have but not Mandatory

• Entertainment, media, or casting industry experience
• Knowledge of SaaS subscription models and billing platforms (Recurly)
• Familiarity with data analytics and BI tools (Power BI, Looker, Sigma)
• Multilingual capabilities
• Experience managing remote or globally distributed teams
• Experience with workforce management, scheduling, and capacity planning
• ITIL, Six Sigma, or COPC certifications
• Experience with a remote, hybrid work culture
• Cross-Cultural Competency & Awareness
• Insert specific attributes that align with each of our core values as they relate to your job/team

At Talent Systems we are committed to attracting diverse talent that represents the society we live in and the diversity of our customers. We aim to be inclusive of all staff regardless of age, sexuality, socio-economic background, disability, ethnicity, gender, religion, or beliefs. We are committed to building a culture of belonging and this is reflected in our policies, practices, active internal employee-led network and supported by our executive leadership team.