Senior Remote Customer Support Specialist

United States Digital Space LLC; United States; Remote; USD 65,000 - 95,000; Full time

Benefits offered by this job

Unlimited Paid Time Off

Work from anywhere in Canada and USA

Health and Dental benefits

IT setup stipend up to $1,500

401K matching up to 2%

Learning and Development opportunities

Internet/Cell phone stipend

Job summary

United States Digital Space LLC is hiring a Customer Support Specialist III to ensure crew members and client users receive quick, accurate resolutions across email, chat, and phone. You’ll resolve issues in production workflows, partner with Sales, Payroll Ops, Product, and Engineering, and help maintain high-quality support standards.

Join a fast-growing team serving film and television production clients with a concierge support approach and a focus on continuous improvement and knowledge

Qualifications

• 2+ years of experience in customer support, technical support, or an administrative role supporting film and television production (or equivalent B2B SaaS experience).
• Strong knowledge of Film & Television production workflows; Production Accounting or payroll experience is highly valued.
• Confidence communicating with customers via phone, email, and live chat, including comfort being on the phone for extended periods when needed.
• Excellent written communication skills, with the ability to document customer issues clearly and create effective internal tickets and documentation.
• Proven troubleshooting and problem-solving skills, with a habit of researching, validating, and understanding solutions before communicating them.
• Demonstrated ability to manage a case queue responsibly, multitask across multiple issues, and prioritize effectively in a fast-paced environment.
• Comfort working in an early-stage, high-growth company where priorities evolve and adaptability matters.
• Experience collaborating cross-functionally and a genuine enjoyment of working with others to achieve shared outcomes.

Responsibilities

• Own a portfolio of cases and inbound interactions (email, live chat, and phone via Salesforce), serving as the primary point of contact from first touch through resolution for crew members and client users.
• Diagnose and troubleshoot product behaviors and production workflows: investigate issues, reproduce bugs, identify root cause, and advise on next steps or workarounds.
• Manage your case backlog with clear ownership and urgency: prioritize work by customer impact, SLA, and escalation risk; proactively follow up internally and externally until issues are fully resolved.
• Partner closely with Customer Success, Payroll Ops, Product, and Engineering to resolve customer issues, translating customer context into actionable technical detail.
• Identify trends and product gaps: log high-quality bug reports and product requests in Linear (or similar tools), including replication steps and business impact.
• Escalate urgent or production-critical issues via PagerDuty or established escalation channels and help coordinate cross-functional response through resolution.
• Deliver a concierge support experience: adapt communication style to the customer and situation, explain solutions clearly, and anticipate follow-up needs.
• Contribute to team knowledge and operational excellence by creating and maintaining SOPs, templates, troubleshooting guides, and other internal documentation.
• Support continuous improvement efforts by sharing best practices, surfacing opportunities for workflow optimization, deflection, or automation, and incorporating QA feedback into your day-to-day work.
• Mentor and support junior teammates as needed through case guidance, escalation support, and modeling strong customer judgment and communication.

Skills

Customer support

Technical support

Film & TV workflows

Communication

Troubleshooting

Case management

Cross-functional collaboration

Mentoring

Documentation

QA

Tools

Salesforce

Linear

PagerDuty

Slack

Notion

Job description

United States Digital Space LLC is hiring a Customer Support Specialist III to ensure crew members and client users receive quick, accurate resolutions across email, chat, and phone. You’ll resolve issues in production workflows, partner with Sales, Payroll Ops, Product, and Engineering, and help maintain high-quality support standards.

Join a fast-growing team serving film and television production clients with a concierge support approach and a focus on continuous improvement and knowledge