Customer Support Specialist - Hybrid Payroll & Helpdesk

Cast & Crew; Burbank (CA); On-site; USD 57,308,000 - 63,039,000; Full time

Benefits offered by this job

Medical, Dental, Vision

401(k) match

Paid time off

Parental leave

Job summary

Cast & Crew's CSR role supports production employees with payroll inquiries, employment verification, address changes, and paycheck issues. The position requires 2–4 years in customer support, strong communication, and the ability to work onsite in Burbank.

Candidates with payroll knowledge in entertainment and bilingual English/Spanish are favored. The role is temporary and emphasizes accuracy, responsiveness, and cross‑department collaboration to resolve user questions and maintain service

Qualifications

• 2–4 years in a customer support environment, preferably in entertainment or a heavily unionized industry.
• Excellent written and verbal communication across a broad customer base.
• Ability to multi-task, stay organized, and meet deadlines with attention to detail.
• Experience with payroll processes in entertainment is a plus.
• Proactive problem solving and meticulous record-keeping.

Responsibilities

• Provide exemplary support to production employees via phone and email.
• Research, resolve, and respond to end-user issues in line with standards.
• Log and track all interactions in the ticket system.
• Escalate to internal departments as needed and maintain high productivity.
• Work onsite at the Burbank office and collaborate with teams.

Skills

Customer support

Communication

Multitasking

Microsoft Office

Bilingual English/Spanish

AI tools experience

Education

Bachelor’s degree or relevant experience

Tools

Microsoft Office

Job description

Cast & Crew's CSR role supports production employees with payroll inquiries, employment verification, address changes, and paycheck issues. The position requires 2–4 years in customer support, strong communication, and the ability to work onsite in Burbank.

Candidates with payroll knowledge in entertainment and bilingual English/Spanish are favored. The role is temporary and emphasizes accuracy, responsiveness, and cross‑department collaboration to resolve user questions and maintain service