Lead, Enterprise Support
Lead, Enterprise Support
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Job Description
Company Overview:
Talent Systems LLC is the leading technology solution provider for casting and auditioning to 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 Mexico UK Australia and India. Our portfolio brands include Casting Networks Spotlight Cast It Systems Staff Me Up Tagmin Casting Frontier and Cast It Reach.
Team Overview: 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: The Enterprise Lead manages the team responsible for delivering high-quality support to Talent Systems Enterprise (demand-side) clients in North America. This role is accountable for the day-to-day performance of the team ensuring consistent service across all communication channels and contributing to client satisfaction. This is a player-coach role: the Enterprise Lead is expected to actively participate in the support queue handling a portion of incoming tickets calls and messages alongside the team.
Duties & Responsibilities:
- Manage coach and develop a team of Enterprise Support Specialists providing daily oversight and performance feedback
- Hire and onboard new team members in partnership with the Director of Global Support
- Maintain team morale and a culture of accountability and continuous improvement
- Handle escalated client issues directly serve as the face to the customer and collaborate with senior leaders on resolution when needed
- Monitor queue coverage and workload distribution to ensure service levels are met
- Surface recurring client issues blockers or trends and represent enterprise clients to the Talent Systems team
- Reinforce team-wide quality by flagging coaching opportunities and sharing best practices
- Partner closely with BDCX to ensure Enterprise Support is aligned with client retention and growth strategies building trust and strengthening collaboration across teams.
- Actively contribute to the support queue by taking on tickets calls chats or messages as needed modeling best-in-class service for the team
Qualifications & Attributes:
- Experience managing support teams
- Strong people leadership skills including performance management coaching and fostering accountability
- Strong internal judgment and ability to make thoughtful measured decisions in both routine and high-stakes situations
- Excellent communication skills with confidence handling complex or sensitive client or team issues
- Builds strong peer and team relationships through fairness follow-through and calm under pressure
- Proficiency in tools such as Zendesk JIRA and CRMs
- Ability to manage competing priorities work under pressure and remain composed in client-facing situations
- Strong understanding of entertainment workflows (e.g. casting production talent representation) preferred
- BA/BS degree preferred
Availability: This role requires two days in the office.
Benefits:
- Company-Wide Bonus Plan
- 401(k) with company match
- Comprehensive medical/dental/vision/mental health benefits program
- Paid Parental Leave/Baby Bonding
- EAP Program & Well-Being Offerings
- Flexible PTO
- DoorDash lunch credit
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.
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Employment Type
Full-Time
