Director of Client and Customer Support

| Greater LA Area
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Casting Networks, LLC is a cutting-edge global entertainment and technology company that helps performers find great roles and industry professionals find great talent. We provide casting and audition management software to the entertainment industry. Our offices are located in LA, NY, London, Sydney, Vancouver, Poland, the Ukraine, and India.

We are seeking a driven and proactive leader to manage our Client and Customer Support teams.  This is an exceptional opportunity to develop and lead global support teams at a high-growth entertainment industry software company. 

 

The ideal candidate:

  • Has experience managing support teams for both enterprise and consumer businesses
  • Is a digital native who keeps up with current digital and online support best practices, trends and innovations
  • Loves delighting customers
  • Has experience optimizing and managing offshore support teams
  • Is metrics-obsessed
  • Inspires her/his team to exceed their professional and personal goals

 

Responsibilities Include:

  • Developing and managing a high performing global support operation to deliver world-class chat, email and phone support to our customers and clients worldwide
  • Ensuring our support teams are staffed and trained appropriately
  • Overseeing the quality and tone of our interactions with customers by setting appropriate standards and guidelines for all client groups and geographic regions, and coaching team on how to execute our support strategies
  • Designing and implementing a roadmap to grow and scale support both in the short and long-term as we continue to expand our products, services, and geographic reach
  • Expanding and developing our offshore support team in India 
  • Developing and reporting on performance and success metrics and managing to these metrics on a regular basis
  • Identifying and executing process and system improvements that allow us to support our customers in the most efficient ways
  • Driving team-building, training, and retention
  • Establishing a high bar for performance and create a culture that produces excellence, accountability, and measurable results
  • Analyzing data to provide thoughtful, strategic insight regarding customer needs and satisfaction
  • Work cross-functionally with Product, Tech, Marketing, and Business Development to continue to refine our service and product offerings, and expand our relationships and opportunities across our industry 

 

Qualifications

  • An experienced support leader who has a strong track record of building processes, tools, and high-performing teams
  • Demonstrated success recruiting, developing, and managing a remote team of 20+
  • Strong organizational skills, attention to detail, and drive to deliver results
  • Experience working for high-growth consumer and/or SaaS companies in a fast-paced environment across multiple countries
  • Hands-on, ability to see a project from inception through completion, and do whatever it takes to make it a success
  • Experience in a metrics-driven organization
  • Superior communication skills with customers, team members, and executive team
  • Strong presentation skills
  • Experience working with a variety of systems and basic business tools like Google docs, Excel, as well as CRM and support management tools. Specific experience with Zendesk a plus. 
  • Interest in latest trends in customer care technologies
  • 7-10 years experience leading global customer support for subscription programs
  • Experience developing and managing remote teams in India is a plus



 

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Please send resume to [email protected]
Apply now
By clicking continue you agree to Built In’s Privacy Policy and Terms of Use.
Please send resume to [email protected]
Apply now
By clicking continue you agree to Built In’s Privacy Policy and Terms of Use.
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