Customer Support Specialist III

📋 Description

• Own cases and inbound interactions (email, chat, phone via Salesforce) from first touch to resolution.
• Diagnose and troubleshoot product behaviors and workflows; reproduce bugs and advise fixes.
• Prioritize case backlog by impact, SLA, and escalation risk; follow up until resolution.
• Collaborate with CS, Payroll Ops, Product, and Engineering to resolve issues.
• Log high-quality bug reports and product requests in Linear with steps and impact.
• Escalate urgent issues via PagerDuty and coordinate cross-functional response.

🎯 Requirements

• 2+ years in customer support for film/TV or B2B SaaS.
• Strong knowledge of film/TV production workflows; payroll experience valued.
• Confident communicating with customers via phone, email, and live chat.
• Excellent written communication; document issues clearly and create tickets.
• Familiarity with Salesforce, Linear, PagerDuty, Slack, Notion.
• Nice to have: Motion Picture Union Payroll experience.

🎁 Benefits

• Unlimited Paid Time Off
• Work from anywhere in Canada and USA
• Health and Dental benefits
• Up to $1,500 USD / $2,025 CAD for home IT setup
• Up to 2% matching RRSP / 401K
• Internet/Cell phone stipend up to $50 USD / $67.50 CAD