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

Final Draft has published Final Draft® software – the number-one selling screenwriting application in the world – for over 30 years. Final Draft automatically paginates and formats your script to industry standards, allowing writers to focus on what they do best – writing scripts. Used by such industry giants as J.J. Abrams, James Cameron and Aaron Sorkin, Final Draft software is the professional’s choice and the entertainment industry standard. In addition to its flagship software product, Final Draft offers the annual Big Break℠ Contest – a screenwriting competition that launches careers, and awards over $80,000 in cash and prizes. Final Draft also offers the Final Draft Go® app for iPhone and iPad, making creativity truly portable.

The Role:

Final Draft is seeking a Support Lead to provide exceptional service to users at all levels of their screenwriting journey and enhance the tools and procedures used to assist our users. The Customer Success team within Final Draft consists of nine team members across technical support and sales functions. Our team members share a passion for developing and improving the customer experience through excellent service, process improvements, and workflow optimization. We are a collaborative and upbeat group who enjoys supporting each other as much as the customers.

The Support Lead’s primary focus will be assisting industry professionals who use Final Draft at a production level. This will include providing instruction on use, guidance on best practices, workflow integrations, and troubleshooting. As part of the role, you will also proactively reach out to industry professionals to gather insights and feedback that can inform potential product innovation. You’ll work closely with Sales, Marketing, Engineering, and the Customer Success supervisor towards a common goal of improving the customer experiences through hands-on support, guidance, and product improvement.

The Support Lead will report to Final Draft’s Customer Success Supervisor.

What You’ll Do:

• Oversee a small team of support technicians; create and implement policies, monitor queues, guide technicians through procedure questions, provide assistance in difficult cases, and perform quality control

• Provide first-in-class support to customers at every experience level, including entertainment industry professionals and enterprise license holders, through research, testing, troubleshooting, and resolution

• Work closely with Customer Success Supervisor to ensure customers have access to support, education and resources to have a positive experience with Final Draft software

• Analyze and improve workflows for better internal and customer experience

• Manage support tickets; track patterns and trends within customer issues and feedback; identify opportunities for improvement

• Work on ad hoc projects as necessary, including UI/UX research, product/program development, and data management and reporting in Zendesk

• Strategize opportunities to reduce customer friction and incoming Level 1 tickets

• Ensure the documentation and knowledge base are constantly updated and improved.

• Monitor automated processes and ensure they are operating at maximum efficiency

What we’re looking for from you:

• Experience with Final Draft software required

• Technically savvy; able to pick up systems and programs easily

• Strong proficiency with Windows and Mac operating systems; iOS knowledge

• Experience in the film or screenwriting industries; script coordinator or writer’s assistant experience strongly preferred

• Calm, positive, and unflappable, you are able to maintain a helpful attitude even in difficult situations or with frustrated customers

• Strong analytical and troubleshooting skills; you take pride in resolving problems

• Excellent oral and written communication skills

• Familiarity with Zendesk and/or analogous CRM solutions

• Hubspot, Jira, Magento, and Centercode experience are a bonus!

• Highly organized; able to manage multiple responsibilities effectively

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About TCS

TCS’ mission is to empower creative talent and streamline the content creation process for projects in film, television, commercials/branded content, social media, theater, music video, video games, and more. We provide solutions that manage the entire project lifecycle, including talent discovery and staffing, production, post production, and distribution. Our brands include Backstage, Coverfly, FilmFreeway, Final Draft, ShareGrid, and Voice123. TCS the creative services division of Cast & Crew, a family of individually innovative companies modernizing the ways in which content is created.

Backstage 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.

Benefits

Cast & Crew provides a comprehensive package of employee benefits including: Medical, Dental, Vision, PTO, health and wellness programs, employee discounts, and more! Note: Cast & Crew 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: $30.00 - $35.00 per hour.