Talent Systems

End-to-end casting platform for performers

Lead Voice Support Specialist

Customer SupportConfirmed live in the last 24 hours

Full-timeRemote in IndiaNo salary listedRemote

About the Job

Requirements

At least 5 years of customer support experience, including at least 2 years in a team lead role or above.
Deep expertise in voice, phone, chat, and email support operations and call center management.
A proven track record managing team performance metrics, including customer satisfaction (CSAT), service-level agreements (SLA), quality assurance (QA), average handle time (AHT), and first contact resolution (FCR).
Strong technical troubleshooting skills across web applications, mobile applications, APIs, and cloud platforms.
Proficiency with help desk software such as Zendesk and Front, JIRA, and CRM systems.
Excellent English communication across cultures and time zones.
Ability to mentor, coach, and develop team members.
High emotional intelligence, advanced de-escalation skills, and conflict resolution skills.
Experience working with cross-functional teams, including Product, Engineering, Accounts, and Marketing.
Graduation is mandatory; no specific degree is stated.
Ability to perform root cause analysis (RCA), create improvement plans, and focus on solutions.

Responsibilities

Lead, mentor, and develop a team of Support Specialists.
Own daily queue management, workload distribution, and SLA compliance.
Monitor team performance, including CSAT, AHT, FCR, and QA, and provide coaching.
Handle complex escalations and high-priority customer issues.
Troubleshoot advanced technical issues across all platforms.
Identify patterns in customer feedback 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.

Desired Qualifications

Experience in the entertainment, media, or casting industry.
Knowledge of SaaS subscription models and billing platforms such as Recurly.
Familiarity with data analytics and business intelligence tools such as Power BI, Looker, and 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 or hybrid work culture.
Cross-cultural competency and awareness.

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.

Job requirements

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

Job responsibilties

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

Inclusion at Talent Systems

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.

About the Company

Talent Systems

End-to-end casting platform for performers

Talent Systems operates a global on-line casting platform that connects performers with roles and industry professionals such as studios, casting directors, and talent representatives. Performers create profiles with headshots, reels, and resumes and can seek representation to increase submissions. Casting directors can build projects and roles, manage submissions, schedule auditions, and select talent through the platform. Talent representatives manage rosters and submit their clients to thousands of posted projects. The service covers commercial, television, and theatrical productions in markets like the United States, Australia, Canada, and the United Kingdom, and is funded by subscription fees and service charges for platform usage. Its goal is to streamline the end-to-end casting process, expand opportunities for performers, and connect talent with producing partners globally.

Company size: 1-10
Company stage: Not listed
Total funding: Not listed
Headquarters: Lansing, MI
Founded: 2007

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