Customer Support & Service Representative

Voia; Sunnyvale (CA); Hybrid; USD 75,000 - 100,000; Full time

Job summary

Voia is seeking a Customer Support & Service Representative in Sunnyvale, CA. You’ll be the frontline for client support, handling inquiries and coordinating with cross-functional teams to resolve issues and improve customer satisfaction.

The role requires strong communication, CRM proficiency, and the ability to train both customers and internal teams. A hybrid work schedule in a fast-moving, AI/VFX environment is offered and expected.

Qualifications

• Experience in technical/customer support (SaaS, tech, or production tools)
• Experience in film, VFX, or entertainment industry preferred
• Proven ability to manage ticketing/CRM systems (Zendesk, Jira, Freshdesk)
• Excellent communication and training skills
• Collaborative mindset across departments

Responsibilities

• Serve as primary point of contact for customer support through the relationship
• Manage and maintain ticketing/tracking systems, logging, prioritizing, and resolving issues
• Triage and prioritize incoming requests by urgency, impact, and business needs
• Collaborate with engineering, dev, artist, and account teams to resolve issues
• Develop and deliver training sessions for customers and internal teams
• Become a go-to resource and subject-matter expert on Voia's tools and workflows
• Represent Voia professionally in client-facing settings including on-site productions and events

Skills

Technical customer support

Communication excellence

Cross-functional collaboration

Training and presentations

Organizational skills

Prioritization across multiple projets

Tools

Zendesk

Jira

Freshdesk

Job description

Voia is a technology company building next-generation virtual production tools at the intersection of artificial intelligence and visual effects. We're looking for a Customer Support & Service Representative to be the front line of our client support - someone who treats every customer interaction, in good times and bad, as a chance to build trust.

What You'll Do

• Serve as a primary point of contact for customer support, providing responsive, high-touch communication through every stage of the relationship
• Manage and maintain ticketing/tracking systems, ensuring issues are logged, prioritized, and resolved efficiently
• Triage and prioritize incoming requests based on urgency, impact, and business needs
• Collaborate cross-functionally with engineering, dev, artist, and account teams to resolve customer issues and elevate when needed
• Develop and deliver training sessions for customers and internal teams, both remote and in person
• Become a go-to resource and subject-matter expert on Voia's tools and workflows
• Represent Voia professionally in heavy client-facing settings, including on-site productions and events

What You Bring

• Required: Experience in technical/customer support (SaaS, tech, or production tools environment)
• Strongly preferred: Experience in the film, VFX, or broader entertainment industry
• Proven ability to manage ticketing/CRM systems (e.g., Zendesk, Jira, Freshdesk, or similar)
• Strong organizational skills with the ability to set and manage priorities across multiple projects
• Excellent communication skills - comfortable training and presenting to both technical and non-technical audiences
• A collaborative mindset and comfort working across departments
• Must be local to the Sunnyvale, CA area and able to work a hybrid schedule

Why Voia

Join a small, fast-moving team shaping how AI and VFX intersect, working alongside award-winning creative and technical talent on high-profile client work.

Location: Sunnyvale, CA (Hybrid) | Compensation: $75,000–$100,000