Customer Support Specialist III

This is a fully remote position, open to applicants in United States.

📋 Description

• Manage a portfolio of cases and incoming interactions (email, live chat, and phone via Salesforce), acting as the main point of contact from initial engagement through to resolution for crew members and client users.

• Diagnose and resolve product behavior and production workflow issues: investigate problems, replicate bugs, identify root causes, and provide recommendations for next steps or workarounds.

• Handle your case backlog with a clear sense of ownership and urgency: prioritize tasks based on customer impact, service level agreements (SLA), and escalation risk; proactively follow up both internally and externally until all issues are fully addressed.

• Collaborate closely with Customer Success, Payroll Operations, Product, and Engineering teams to resolve customer challenges, translating customer context into actionable technical details.

• Identify trends and product deficiencies: record high-quality bug reports and product requests in Linear (or similar tools), including steps to reproduce the issue and business implications.

• Escalate urgent or production-critical matters using PagerDuty or established escalation processes and assist in coordinating cross-functional responses until resolution.

• Provide a concierge-level support experience: adjust communication style to fit the customer and situation, clearly articulate solutions, and anticipate follow-up requirements.

• Contribute to team knowledge and operational excellence by creating and updating standard operating procedures (SOPs), templates, troubleshooting guides, and other internal documentation.

• Support ongoing improvement initiatives by sharing best practices, identifying opportunities for workflow optimization, deflection or automation, and integrating quality assurance feedback into daily operations.

• Mentor and assist junior team members as needed through case guidance, escalation assistance, and by exemplifying strong customer judgment and communication skills.

⛳️ Requirements

• A minimum of 2 years of experience in customer support, technical support, or an administrative role within film and television production (or comparable B2B SaaS experience).

• Strong understanding of Film & Television production processes; experience in Production Accounting or payroll is highly valued.

• Confidence in communicating with customers via phone, email, and live chat, including the ability to engage in phone conversations for extended periods when necessary.

• Exceptional written communication skills, with the capability to clearly document customer issues and create effective internal tickets and documentation.

• Proven skills in troubleshooting and problem-solving, with a tendency to research, validate, and comprehend solutions before conveying them.

• Demonstrated ability to responsibly manage a case queue, multitask across various issues, and prioritize effectively in a fast-paced environment.

• Comfort working in an early-stage, high-growth organization where priorities may shift and adaptability is essential.

• Experience in cross-functional collaboration and a genuine enjoyment of working with others to achieve common goals.

• Familiarity with tools such as Salesforce, Linear (or similar bug tracking tools), PagerDuty, Slack, and Notion (or the ability to learn them quickly).

🏝️ Benefits

• Unlimited Paid Time Off

• Work from anywhere in Canada and the USA

• Health and Dental benefits

• Up to $1,500 USD/ $2,025 CAD for IT setup for your home

• Up to 2% matching RRSP / 401K

• Learning and Development opportunities

• Up to $50 USD/ $67.50 CAD for Internet/Cell phone service