Customer Support Specialist III

About This Opportunity

Our talent team is representing a confidential entertainment technology client seeking a Customer Support Specialist III to join their growing support organization. This fully remote position is open to candidates across the USA and Canada.

In this role, you'll serve as a critical point of contact for users navigating production workflows and platform issues. You'll work across a range of case types—from high-volume inquiries to complex production scenarios—ensuring timely, accurate resolution while delivering a concierge-quality support experience. Your work directly impacts payroll compliance and crew compensation timelines.

Responsibilities

• Own a portfolio of support cases across email, live chat, and phone channels, managing interactions from initial contact through complete resolution
• Diagnose and troubleshoot product behaviors and production workflows; investigate issues, reproduce bugs, identify root causes, and recommend solutions or workarounds
• Manage your case backlog with clear prioritization based on customer impact, SLA requirements, and escalation risk
• Partner with Customer Success, Payroll Operations, Product, and Engineering teams to resolve customer issues, translating customer context into actionable technical detail
• Identify product trends and gaps by logging high-quality bug reports and feature requests, including replication steps and business impact analysis
• Escalate urgent or production-critical issues through established channels and coordinate cross-functional response efforts
• Adapt communication style to customer needs and situations, explaining solutions clearly while anticipating follow-up requirements
• Create and maintain SOPs, templates, troubleshooting guides, and internal documentation to support team knowledge sharing
• Contribute to continuous improvement by sharing best practices, identifying workflow optimization opportunities, and incorporating quality assurance feedback
• Provide mentorship and guidance to junior team members through case support and modeling strong customer judgment

What We're Looking For

Required Qualifications:

• 2+ years of experience in customer support, technical support, or administrative roles supporting film and television production (or equivalent B2B SaaS experience)
• Strong knowledge of film and television production workflows; production accounting or payroll experience is highly valued
• Confidence communicating via phone, email, and live chat, with comfort maintaining phone conversations for extended periods
• Excellent written communication skills and ability to document issues clearly for internal ticketing and knowledge base purposes
• Proven troubleshooting and problem-solving abilities, with discipline to research and validate solutions before communicating them
• Demonstrated ability to manage case queues responsibly, multitask across multiple issues, and prioritize effectively in fast-paced environments
• Adaptability to work in high-growth environments where priorities evolve
• Cross-functional collaboration experience and genuine enjoyment of team-oriented problem solving
• Familiarity with tools such as Salesforce, bug tracking platforms, incident management systems, Slack, and documentation tools (or ability to learn quickly)

Preferred Experience:

• Motion picture union payroll experience
• High-volume case environment or complex, high-sensitivity customer scenario support
• Creation or maintenance of SOPs, workflows, or training materials for support teams
• Identification of deflection opportunities or contributions to self-serve resource improvement
• Participation in QA programs, mentoring of junior staff, or team enablement initiatives
• Development of operating procedures or content for AI-powered support tools

How We Work With You

Candidates apply directly through Get A Job.ai. Our recruiting team will conduct an initial screening to understand your background and ensure alignment with the role requirements. Qualified candidates will then be submitted to our client for consideration. Please do not attempt to contact the employer directly—all communication and coordination will be managed through our team to ensure a smooth, professional process.

Pay

Compensation details will be discussed during the screening process based on experience and location.

Equal Employment Opportunity: Get A Job.ai is committed to inclusive hiring practices. We welcome applications from candidates of all backgrounds and work to ensure equitable access to opportunities regardless of age, disability, ethnicity, gender identity, nationality, race, religion, sexual orientation, or veteran status.