Customer Support Specialist III

About the job

About the Organization:

The organization offers a smart, intuitive platform that simplifies production payroll and accounting. It provides a unified payroll system connecting production, accounting, cast, and crew in one place. The platform helps manage projects, pay cast and crew, track expenses, and generate data insights. Workers can manage timecards, track pay, and onboard to new projects from any device. The platform enhances clarity, security, and productivity in production payroll.

Responsibilities:

• Manage a portfolio of cases and inbound interactions via email, live chat, and phone using Salesforce.

• Diagnose and troubleshoot product behaviors and production workflows; investigate issues, reproduce bugs, and advise on solutions.

• Prioritize and manage case backlog with urgency, following up internally and externally until resolution.

• Collaborate with Customer Success, Payroll Ops, Product, and Engineering teams to resolve customer issues.

• Identify trends and product gaps; log bug reports and product requests with replication steps and impact.

• Escalate urgent issues via PagerDuty or established channels and coordinate cross-functional responses.

• Deliver concierge-level support by adapting communication style and anticipating follow-up needs.

• Create and maintain SOPs, templates, troubleshooting guides, and internal documentation.

• Share best practices and support continuous improvement, including workflow optimization and automation.

• Mentor and support junior teammates through guidance and escalation assistance.

Requirements:

• 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 & Television production workflows; experience in Production Accounting or payroll is highly valued.

• Confidence communicating with customers via phone, email, and live chat, including extended phone interactions.

• Excellent written communication skills to document customer issues and create effective internal tickets.

• Proven troubleshooting and problem-solving skills with thorough research before communication.

• Ability to manage a case queue, multitask, and prioritize effectively in a fast-paced environment.

• Comfort working in an early-stage, high-growth company with evolving priorities.

• Experience collaborating cross-functionally and working towards shared outcomes.

• Familiarity with Salesforce, Linear or similar bug tracking tools, PagerDuty, Slack, and Notion or ability to learn quickly.

Nice to have:

• Motion Picture Union Payroll experience.

• Experience supporting high-volume or complex, sensitive customer cases.

• Experience creating or maintaining SOPs, workflows, or training materials for support teams.

• Experience identifying deflection opportunities, improving self-serve resources, or contributing to automation.

• Experience contributing to QA programs, mentoring junior staff, or supporting team enablement.

• Experience creating procedures or content for AI-powered support tools.

Benefits & Perks:

• Competitive salary.

• Access to a team of creative problem solvers.

• Opportunity to see large impacts from your contributions.

Compensation:

• Not specified beyond competitive salary.

Note:

RemoteHunter is not the Employer of Record (EOR) for this role. Our purpose in this opportunity is to connect exceptional candidates with leading employers. We help job seekers worldwide discover roles that match their goals and guide them to complete their full application directly through the hiring company’s career page or ATS.