Support Lead (Final Draft)

About Us

At Cast & Crew, we’ve empowered creativity and supported the global entertainment industry for decades. Together with our family of brands - Backstage, CAPS, Checks & Balances, Final Draft, Media Services, Sargent-Disc, and The TEAM Companies – we operate as a combined entertainment technology and services provider offering industry standard screenwriting accounting software, digital payroll products, data & reporting, and a host of creative tools. The industry continues to move faster than ever, and the need for our expertise, our technology, and our people has never been greater. We are a production’s best ally every step of the way.

The Role

Final Draft is seeking a Support Lead to deliver exceptional customer service, improve support tools and processes, and help lead the day-to-day operations of the Customer Success function with increasing ownership over team performance, systems, workflows, automations, and KPIs.

• Deliver high-quality, customer-facing support across Final Draft’s full product suite, serving users of all experience levels including non-technical customers, industry professionals, and enterprise clients.
• Manage and lead daily support operations, including queue management, prioritization, escalations, quality control, and overall execution.
• Partner closely with the Customer Success Senior Supervisor to deliver customer support, improve team performance, and monitor and drive key support KPIs.
• Analyze support data, customer feedback, and ticket trends to identify recurring issues, workflow gaps, automation opportunities, and areas for product and process improvement.
• Continuously improve workflows and adapt support processes as products, systems, and SaaS/subscription models evolve (including account access, licensing, billing, and feature changes).
• Own and optimize support systems, including Zendesk and Forethought, by monitoring performance, improving workflows, automations, routing, reporting, and deflection strategies.
• Take increasing ownership of support tooling, administration, reporting, and system optimization to improve team efficiency and scalability.
• Support broader team operations, including reporting, troubleshooting, product testing, policy development, and tracking product issues and customer trends.
• Surface insights and communicate bugs, risks, and improvement opportunities to cross-functional partners including Product, Engineering, Marketing, and Leadership.
• Coach and support Customer Success Associates, ensuring strong performance, clear communication, and effective handling of complex or sensitive customer interactions.
• Provide guidance on supporting customers across a wide range of technical abilities with patience, clarity, and professionalism.
• Partner cross-functionally with Marketing and Analytics to evaluate performance and improve the customer journey.
• Maintain and improve documentation, knowledge base content, and customer-facing resources.
• Ensure automation systems and support processes operate efficiently, while improving deflection, reducing friction, and strengthening overall support operations.
• Engage with industry professionals to gather feedback and inform product improvements.
• Contribute to a culture of accountability, continuous improvement, and proactive communication within the Customer Success team.

What You’ll Do

Provide high-quality, customer-facing support across Final Draft’s full product suite, serving users of all experience levels including non-technical customers, industry professionals, and enterprise clients.

• Lead and manage daily support operations, including queue management, prioritization, escalations, quality control, and overall execution.
• Partner closely with the Customer Success Senior Supervisor to deliver customer support, improve team performance, and monitor and drive key support KPIs.
• Analyze support data, customer feedback, and ticket trends to identify recurring issues, workflow gaps, automation opportunities, and areas for product and process improvement.
• Continuously improve workflows and adapt support processes as products, systems, and SaaS/subscription models evolve (including account access, licensing, billing, and feature changes).
• Own and optimize support systems, including Zendesk and Forethought, by monitoring performance, improving workflows, automations, routing, reporting, and deflection strategies.
• Take increasing ownership of support tooling, administration, reporting, and system optimization to improve team efficiency and scalability.
• Support broader team operations, including reporting, troubleshooting, product testing, policy development, and tracking product issues and customer trends.
• Surface insights and communicate bugs, risks, and improvement opportunities to cross-functional partners including Product, Engineering, Marketing, and Leadership.
• Coach and support Customer Success Associates, ensuring strong performance, clear communication, and effective handling of complex or sensitive customer interactions.
• Provide guidance on supporting customers across a wide range of technical abilities with patience, clarity, and professionalism.
• Partner cross-functionally with Marketing and Analytics to evaluate performance and improve the customer journey.
• Maintain and improve documentation, knowledge base content, and customer-facing resources.
• Ensure automation systems and support processes operate efficiently, while improving deflection, reducing friction, and strengthening overall support operations.
• Engage with industry professionals to gather feedback and inform product improvements.
• Contribute to a culture of accountability, continuous improvement, and proactive communication within the Customer Success team.

What We’re Looking For From You

• A technically minded, systems-oriented approach to customer support, including experience improving workflows, tools, and operational processes.
• Experience supporting multi-platform products (desktop, mobile, cloud, SaaS, subscription, and perpetual licensing models), with strong proficiency in Mac, Windows, and working knowledge of iOS.
• Experience supporting customers across a wide range of technical abilities, with a demonstrated ability to communicate complex concepts clearly, provide step-by-step guidance, and de-escalate issues with patience and professionalism.
• Strong analytical and troubleshooting skills, along with the ability to interpret data, identify trends, and drive process, documentation, and workflow improvements.
• Excellent written and verbal communication skills with a strong customer-focused mindset.
• Experience with Zendesk or similar CRM/support platforms, including exposure to workflows, automation, ticket routing, and support system optimization.
• Strong coaching instincts with the ability to guide team members through complex cases, evolving processes, and customer communication challenges.
• Comfort managing up by proactively identifying risks, customer-impacting issues, system gaps, and opportunities for improvement.
• Highly organized, self-directed, and able to manage multiple priorities while operating with increasing autonomy.
• Interest in growing into broader ownership of support operations, systems management, reporting, and team execution.
• Experience with tools such as HubSpot, Jira, Magento, Centercode, Forethought, or Zendesk administration is a plus.
• Nice to have: Experience using Final Draft or other screenwriting software, or supporting creative professionals within the entertainment industry (e.g., screenwriting, production, studio, or agency environments); familiarity with professional creative workflows and customer environments, and experience supporting both subscription and perpetual-license products.

Benefits

Cast & Crew provides a comprehensive package of employee benefits including: Medical, Dental, Vision, PTO, health and wellness programs, employee discounts, and more!

Note

Note: Cast & Crew benefits are subject to eligibility requirements.

Equal Opportunity Employer

Cast & Crew is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. It is our policy to provide equal employment opportunities to all individuals based on job-related qualifications and ability to perform a job, without regard to age, gender, gender identity, sexual orientation, race, color, religion, creed, national origin, disability, genetic information, veteran status, citizenship or marital status, and to maintain a non-discriminatory environment free from intimidation, harassment or bias based upon these grounds.

California Privacy Rights

A summary of your California privacy rights can be found at: https://www.castandcrew.com/privacy-policy/

Compensation

The compensation range for this position is: $35.00 - $42.00 per hour.