Enterprise Support Specialist
Talent Systems
Enterprise Support Specialist
Talent Systems
End-to-end casting platform for performers
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.
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
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
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.
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