Talent Systems
Enterprise Support Specialist
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Enterprise Support Specialist
This role is fully remote anywhere in the UK
Team
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
Enterprise Support Specialists provide high-quality, thorough, and efficient support to our demand-side clients. This role involves resolving product issues, guiding clients through features and workflows, and acting as a liaison between clients and internal teams. Specialists also collect client feedback, facilitate training, and ensure we consistently meet expectations across the entire lifecycle — from onboarding to ongoing engagement.
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Requirements
- Experience supporting VIP clients in a fast-paced support environment
- Strong written and verbal communication skills
- Tech-savvy and comfortable learning new software quickly
- Patient, empathetic, and able to stay calm under pressure
- Experience with cloud software, help desk tools, and CRMs (e.g., Zendesk, JIRA)
- Ability to work independently, manage competing priorities, and multitask effectively
- Experience worked in a casting office or agency preferred
Client Support
- Respond to a high volume of client inquiries via email, phone, and chat in a timely and thoughtful manner
- Troubleshoot technical issues, report and escalate bugs
- Follow up with clients to confirm issue resolution and satisfaction
- Recommend best practices and guide clients through product features and workflows
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Cross-Team Collaboration
- Work closely with teammates to ensure consistent support experiences
- Share product feedback or recurring issues with leads or operations team
Relationship Management
- Build and maintain strong working relationships with enterprise clients
- Understand client goals and proactively identify ways to support their success
- Collaborate with Client Success and Business Development teams to ensure unified support
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