Manager, Customer Support

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 Manager, Customer Support, is responsible for ensuring the success and retention of our global talent customers by leading, developing, and supporting the team of Talent Support Specialists. This role is focused on delivering an exceptional customer experience, proactively improving service quality, and ensuring the team is equipped to resolve complex issues across all Talent Systems products.

The Manager serves as a critical link between customers and internal teams, regularly communicating insights, trends, and product feedback to Product, Marketing, and Engineering. As a team leader, they foster a high-performing, customer-centric culture and ensure alignment between support efforts and broader business goals.

Duties & Responsibilities: 

• Lead and manage the global team of Talent Support Specialists, including recruiting, training, scheduling, coaching, performance evaluation, and enforcing policies and procedures
• Oversee day-to-day operations to ensure timely, high-quality support across all Talent Systems products and channels
• Monitor and analyze KPIs, productivity metrics, and customer experience trends to drive continuous improvement
• Identify and address recurring product or service issues by investigating root causes, escalating as needed, and reporting findings to internal stakeholders
• Collaborate cross-functionally with Product, Marketing, and Engineering to relay customer feedback, pain points, and feature requests
• Ensure adequate support coverage during core business hours
• Coordinate onboarding and cross-training to build team knowledge across all products and services
• Partner with the Global Director of Support to define team goals, support career development, and champion a culture of performance, accountability, and continuous learning

Qualifications & Attributes: 

• Proven experience managing a customer support team, ideally within a SaaS or cloud-based product environment
• Strong understanding of help desk tools, CRM platforms, and bug tracking systems (e.g., Zendesk, Salesforce, JIRA)
• Industry experience in media, casting, or entertainment technology is a plus
• Exceptional communication, coaching, and problem-solving skills
• Demonstrated ability to lead through ambiguity and coach team members in high-pressure situations
• Skilled in analyzing support data to inform process improvements and team decisions
• Ability to manage multiple priorities and maintain attention to detail in a fast-paced environment
• BA/BS degree preferred

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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