Customer Success Associate – Final Draft Software

Cast & Crew; Burbank (CA); On-site; USD 28,000 - 37,000; Full time

Benefits offered by this job

Medical coverage

Dental coverage

Vision coverage

401(k) match

Generous PTO

Parental leave

Wellness programs

Tuition reimbursement

Employee discounts

Job summary

Cast & Crew in Burbank, CA is seeking a customer support specialist to help users of Final Draft across desktop, mobile, and cloud apps. You’ll respond to tickets and chats, gather details, and guide users to quick resolutions on first contact.

You’ll work with Windows and Mac, explain technical information clearly, and collaborate with engineering on defects. The role emphasizes organization, empathy, and data-driven problem solving.

Qualifications

• 1+ years of customer support experience
• Experience in the film/TV/screenwriting industries preferred
• Able to explain technical information clearly to non-technical users
• Highly organized and detail-oriented

Responsibilities

• Respond to and resolve tickets and live chats in Zendesk for Final Draft across desktop, mobile, and cloud apps
• Gather information, identify causes, and provide solutions or guidance
• Troubleshoot software, license, sign-in, and OS issues affecting Final Draft
• Support enterprise and education license holders with instruction on use and workflows
• Capture steps, elevate defects via Jira, and keep customers updated

Skills

Customer support

Technical troubleshooting

Clear communication

Zendesk experience

Mac & Windows basics

Problem solving

Multitasking

Data analytics

Tools

Zendesk

HubSpot

Jira

Centercode

Magento

Job description

Cast & Crew in Burbank, CA is seeking a customer support specialist to help users of Final Draft across desktop, mobile, and cloud apps. You’ll respond to tickets and chats, gather details, and guide users to quick resolutions on first contact.

You’ll work with Windows and Mac, explain technical information clearly, and collaborate with engineering on defects. The role emphasizes organization, empathy, and data-driven problem solving.