Senior Manager, Talent Support

Company 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 Senior Manager, Support is responsible for ensuring the success and retention of global customers by leading, developing, and supporting a high-performing team of Talent Support Specialists. This role focuses on delivering a consistent, high-quality customer experience across all Talent Systems products and channels.

The Senior Manager ensures the team is equipped to handle complex issues, follows escalation protocols, and consistently meets internal quality standards. They monitor team performance, escalate systemic issues, and advocate for critical customer needs across departments. As a people leader, they drive team development, workforce planning, and broader support initiatives aligned with business priorities.

Duties & Responsibilities:

• Lead and manage a global team of Talent Support Specialists, including recruiting, onboarding, scheduling, coaching, and performance evaluation
• Define team goals, create career development plans, and support professional growth for individual contributors
• Oversee day-to-day operations to ensure timely, high-quality support across all Talent Systems products and channels
• Monitor and analyze KPIs, customer feedback, and productivity data to identify trends, improve service quality, and inform strategic decisions
• Ensure the team follows escalation protocols and deliver hands-on support for complex or sensitive customer issues
• Develop and maintain after-hours coverage plans and escalation procedures
• Partner with Support leadership and cross-functional peers to align on goals, resource planning, and team initiatives
• Advocate for critical customer issues by identifying systemic pain points and clearly communicating impact to internal stakeholders
• Coordinate cross-training and knowledge-sharing to ensure broad product expertise across the team
• Collaborate with the Global Director, Support on annual planning, including headcount forecasting, budgeting, and defining quarterly priorities

Qualifications & Attributes:

• Proven experience leading a customer support team in a SaaS or cloud-based environment
• Industry experience in entertainment, casting, or media technology is a strong plus
• Skilled in managing support operations using tools such as Zendesk, JIRA, and CRM platforms
• Strong analytical skills with the ability to interpret support data and drive process improvements
• Excellent verbal and written communication, with the ability to coach others and manage escalations
• Demonstrated ability to lead through ambiguity and maintain professionalism in high-pressure situations
• Able to manage multiple priorities while driving accountability and performance across the team
• BA/BS degree preferred