Operations Specialist - ShareGrid (Remote)

Remote - USA

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

About ShareGrid:

ShareGrid makes it affordable and simple for creatives to buy and rent cameras and equipment. With Sharegrid, filmmakers, photographers, and production companies can instantly source all their gear needs from local vendors. ShareGrid supplies over $1 billion of gear to 150,000+ creatives across the US. We are passionate advocates of photographers and filmmakers and have built our platform and community to make it easier for creatives to rent, buy, and sell the gear they need to focus on their craft.

Backstage Holdings' 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. At our core is a strong belief in breaking down barriers and providing direct access to the best talent in the creative industry. We’re a team of customer centric, analytical and creative problem solvers with a passion for helping our customers make amazing projects together. Our mission: 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. Backstage provides 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, Sonicbids, and Voice123. Visit our website for more information.

Backstage Holdings is part of Cast & Crew LLC, a family of individually innovative companies modernizing the ways in which content is created.

The Role: 

We seek an Operations Specialist to assist our customers with technical problems using our products and services. The Operations Specialist's responsibilities include resolving customer queries, recommending solutions, and guiding product users through features and functionalities. In addition, the Operations Specialist will utilize anti-fraud tools to help protect the ShareGrid community.

We are currently looking for an Operations Specialist who can begin training Monday to Friday and preferably move to Wednesday to Sunday. 

The Operations Specialist will report to ShareGrid’s Director of Operations.

What You’ll Do:

• Respond to customer queries promptly and accurately via phone, email, or chat.
• Identify customer needs and help customers use specific features.
• Monitor customer complaints on social media and reach out to assist.
• Share feature requests and effective workarounds with team members.
• Inform customers about new features and functionalities.
• Follow up with customers to ensure their technical issues are resolved.
• Gather customer feedback and share it with our product team.
• Utilize anti-fraud tools to help protect the community from bad actors.
• Work proactively with other ShareGrid team members to find resolutions to member problems.
• Assist with tasks and projects to ensure a seamless onboarding process for our members.
• Build trust in the community with your honesty and friendly personality.
• Assist with other special projects to make each member's experience the best.
• Analyze and report product malfunctions (for example, by testing different scenarios or impersonating users).
• Update our internal databases with information about technical issues and useful customer discussions.

What we’re looking for from you:

• 1+ yr experience in customer service, operations, trust & safety (fraud prevention), and/or marketplaces; film or photo production rental industry is preferred. 
• A high level of empathy and understanding.
• A passionate drive for problem-solving.
• A willingness to take the initiative and ownership.
• An ability to handle sometimes stressful situations.
• A keen understanding of policies and procedures and the ability to apply these quickly.
• Experience using help desk software and remote support tools.
• Understanding of how CRM systems work.
• Excellent communication and problem-solving skills.
• Multi-tasking abilities.
• Patience when handling tough cases.

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:

$23—$25 USD

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. 

Due to the high volume of applicants, it is likely that only shortlisted candidates will be contacted. 

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/  

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.