Manager, Customer Support

Talent Systems, LLC

Ahmedabad

On-site

INR 1,500,000 - 2,000,000

Full time

14 days+

Get more replies from employers

Send a job-specific resume in minutes.

Job summary

A leading technology solutions provider is seeking a Manager for Customer Support to lead a global team. This role focuses on delivering exceptional customer experiences and improving service quality while managing team performance. Ideal candidates will have proven experience in customer support team management, proficiency in help desk tools, and exceptional communication skills. This full-time position is located in Ahmedabad, India.

Qualifications

Proven experience managing a customer support team, ideally within a SaaS or cloud-based product environment.
Strong understanding of help desk tools and CRM platforms.
Exceptional communication, coaching, and problem-solving skills.

Responsibilities

Lead and manage the global team of Talent Support Specialists.
Oversee day-to-day operations to ensure timely, high-quality support.
Monitor and analyze KPIs and productivity metrics.

Skills

Customer support team management

Help desk tools proficiency

Exceptional communication skills

Problem-solving skills

Tools

Zendesk

Salesforce

JIRA

Job description

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
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

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.

Seniority level