Customer Support Specialist

Job Purpose

The 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)
• Experience working independently, managing competing priorities, and multitasking effectively
• Experience worked in a casting office or agency preferred
• Bachelor's Degree (BA/BS) degree preferred