Customer Success Associate

About Us

At Cast & Crew, we’ve empowered creativity and supported the global entertainment industry for decades. Together with our family of brands - Backstage, CAPS, Checks & Balances, Final Draft, Media Services, Sargent-Disc, and The TEAM Companies – we operate as a combined entertainment technology and services provider offering industry standard screenwriting accounting software, digital payroll products, data & reporting, and a host of creative tools.  The industry continues to move faster than ever, and the need for our expertise, our technology, and our people has never been greater.  We are a production’s best ally every step of the way. #OneCastOneCrew

What You'll Do

• Respond to and resolve customer tickets and live chats in Zendesk for Final Draft 13, 12, and 11 desktop software (Mac and Windows), the Final Draft Go apps for iOS and Android, and the Final Draft Cloud SaaS app, aiming to resolve on first contact
• Gather information about problematic or unexpected program behavior, identify the cause, and provide a solution or hands-on guidance
• Troubleshoot software, file, account, licensing, and operating system issues affecting Final Draft, including sign-in, activation, and collaboration sessions
• Support enterprise and education license holders and industry professionals with instruction on use, best practices, and production workflows
• Collect reproduction steps and troubleshooting data, and escalate defects to Engineering through Jira with clear priority and customer impact
• Document, track, and follow up on unresolved issues so customers stay informed until they're closed
• Tag and categorize tickets accurately so the team can track patterns and trends in customer issues and feedback
• Flag recurring questions and suggest knowledge base articles, macros, or updates that reduce incoming Level 1 tickets
• Help keep documentation and the knowledge base current as features and the product change
• Capture customer feedback and feature requests and route them through the team's feature request process
• Test beta and pre-release versions of Final Draft and report defects back to Engineering and the beta program
• Assist other departments with software testing, script templates, website functionality, onboarding and education content, and other company needs
• Other projects and tasks as assigned

What We're Looking For

• Intermediate to advanced proficiency with Final Draft software required
• Experience in the film, television, or screenwriting industries preferred; script coordinator or writer's assistant experience a plus
• 1+ years of customer support, customer success, or technical support experience
• Technically savvy; able to pick up new systems and programs quickly
• Proficient with Windows and Mac operating systems; iOS knowledge
• Excellent written and verbal communication; able to explain technical information clearly to non-technical users
• Calm, positive, and professional with frustrated customers, while handling multiple issues at once
• Strong analytical and troubleshooting skills; detail- and data-oriented
• Familiarity with Zendesk (our primary CRM) or a similar help desk platform
• HubSpot, Magento, Jira, and Centercode experience are a bonus
• Highly organized; able to manage multiple responsibilities effectively

Special Work Conditions

• Sedentary: involves sitting most of the time, with walking or standing for brief periods. May occasionally involve exerting up to 15 lbs. of force, or a negligible amount of force, to lift, carry, push, or pull.

We take care of our people.
When you join Cast & Crew, you're backed by a benefits package built around what matters most. From comprehensive medical, dental, and vision coverage, to a 401(k) match, generous PTO, paid parental leave, health and wellness programs, tuition reimbursement, and employee discounts. We’re committed to helping you thrive, professionally, and personally.

Benefits are subject to eligibility requirements.

Cast & Crew is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. It is our policy to provide equal employment opportunities to all individuals based on job-related qualifications and ability to perform a job, without regard to age, gender, gender identity, sexual orientation, race, color, religion, creed, national origin, disability, genetic information, veteran status, citizenship or marital status, and to maintain a non-discriminatory environment free from intimidation, harassment or bias based upon these grounds.

CA residents
Your personal information may be collected in connection with certain services provided by Cast & Crew or its affiliated companies.  A summary of your California privacy rights can be found at: https://www.castandcrew.com/privacy-policy/

Compensation is commensurate with various factors including, but not limited to, relevant experience, qualifications, skills, training, licensure, certifications, geographic cost of labor, and other business and organizational needs. Compensation range for candidates in other locations may differ based on the cost of labor in that location. The compensation range for this position is: $20.00 - $27.00 per hour.