Description

Company and Team Overview

Talent Systems, LLC is the leading technology solution provider for casting and auditioning in 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, the UK, Australia, and India. Our portfolio brands include Casting Networks, Spotlight, Cast It Systems, Cast It Talent, Casting Frontier, Staff Me Up, Tagmin, and Cast It Reach.

As Lead, Voice Support, you will be a player-coach combining hands-on customer support with team leadership. You will oversee a team of Support Specialists, ensuring SLA compliance, quality standards, and exceptional customer experiences across all voice channels.



This is a hybrid role requiring both individual contributor excellence and people management capabilities.

Requirements

- Lead, mentor, and develop a team of Support Specialists
- Own daily queue management, workload distribution, and SLA compliance
- Monitor team performance (CSAT, AHT, FCR, QA) and provide coaching
- Handle complex escalations and high-priority customer issues
- Troubleshoot advanced technical issues across all platforms
- Identify customer feedback patterns and communicate trends to Product and Engineering
- Lead onboarding, training, and cross-training initiatives
- Collaborate with global teams to ensure consistency
- Support adaptable scheduling including weekends and after-hours coverage

📌 Lead, Voice Support Specialist (India)
🏢 Talent Systems
📍 India