The Role:

Final Draft is seeking a Support Lead to deliver exceptional customer service, improve support tools and processes, and help lead the day-to-day operations of the Customer Success function with increasing ownership over team performance, systems, workflows, automations, and KPIs.

The Customer Success team consists of a Customer Success Senior Supervisor, Support Lead, and two Customer Success Associates. The team is focused on delivering excellent service and operating in a collaborative, high-support environment.

Final Draft's product suite includes desktop software, an iOS app, and a growing cloud-based writing platform, supporting both subscription and perpetual licensing models. The Support Lead will play a key role in ensuring customers are successfully supported across platforms, licensing models, workflows, and release cycles.

This is a highly customer-facing role supporting users of all experience levels, with a particular focus on providing patient, clear, and effective support to customers with varying levels of technical confidence across Final Draft's desktop software, iOS app, cloud-based writer, subscription licensing, and perpetual licensing experiences. While the role includes working with industry professionals and enterprise customers, the primary focus is helping everyday users successfully use, troubleshoot, and understand Final Draft products.

This role is designed to grow into broader operational ownership of the Customer Success function. The Support Lead will manage day-to-day support operations, ensure process consistency, coach Customer Success Associates, and help drive performance against customer experience and operational KPIs.

The ideal candidate is a technically minded systems thinker who can connect support tools, workflows, automation, documentation, and product behavior to improve both customer and team outcomes. Final Draft expertise, screenwriting knowledge, and entertainment industry experience are valuable but not required. We are primarily looking for someone who can learn the product deeply, think operationally, improve systems, support customers with patience and clarity, and help the team scale as the product suite evolves.

The Support Lead reports to the Customer Success Senior Supervisor.

What You'll Do

• Provide high-quality, customer-facing support across Final Draft's full product suite, serving users of all experience levels including non-technical customers, industry professionals, and enterprise clients
• Lead and manage daily support operations, including queue management, prioritization, escalations, quality control, and overall execution
• Act as an operational lead for the Customer Success team by setting priorities, guiding complex cases, reinforcing standards, and coaching team members
• Partner closely with the Customer Success Senior Supervisor to deliver customer support, improve team performance, and monitor and drive key support KPIs
• Analyze support data, customer feedback, and ticket trends to identify recurring issues, workflow gaps, automation opportunities, and areas for product and process improvement
• Continuously improve workflows and adapt support processes as products, systems, and SaaS/subscription models evolve (including account access, licensing, billing, and feature changes)
• Own and optimize support systems, including Zendesk and Forethought, by monitoring performance, improving workflows, automations, routing, reporting, and deflection strategies
• Take increasing ownership of support tooling, administration, reporting, and system optimization to improve team efficiency and scalability
• Support broader team operations, including reporting, troubleshooting, product testing, policy development, and tracking product issues and customer trends
• Surface insights and communicate bugs, risks, and improvement opportunities to cross-functional partners including Product, Engineering, Marketing, and Leadership
• Coach and support Customer Success Associates, ensuring strong performance, clear communication, and effective handling of complex or sensitive customer interactions
• Provide guidance on supporting customers across a wide range of technical abilities with patience, clarity, and professionalism
• Partner cross-functionally with Marketing and Analytics to evaluate performance and improve the customer journey
• Maintain and improve documentation, knowledge base content, and customer-facing resources
• Ensure automation systems and support processes operate efficiently, while improving deflection, reducing friction, and strengthening overall support operations
• Engage with industry professionals to gather feedback and inform product improvements
• Contribute to a culture of accountability, continuous improvement, and proactive communication within the Customer Success team

What We're Looking For From You

• A technically minded, systems-oriented approach to customer support, including experience improving workflows, tools, and operational processes
• Ability to quickly learn complex software products, customer workflows, licensing models, and support systems
• Experience supporting multi-platform products (desktop, mobile, cloud, SaaS, subscription, and perpetual licensing models), with strong proficiency in Mac, Windows, and working knowledge of iOS
• Experience supporting customers across a wide range of technical abilities, with a demonstrated ability to communicate complex concepts clearly, provide step-by-step guidance, and de-escalate issues with patience and professionalism
• Strong analytical and troubleshooting skills, along with the ability to interpret data, identify trends, and drive process, documentation, and workflow improvements
• Excellent written and verbal communication skills with a strong customer-focused mindset
• Experience with Zendesk or similar CRM/support platforms, including exposure to workflows, automation, ticket routing, and support system optimization
• Strong coaching instincts with the ability to guide team members through complex cases, evolving processes, and customer communication challenges
• Comfort managing up by proactively identifying risks, customer-impacting issues, system gaps, and opportunities for improvement
• Strong process orientation and ability to document workflows, identify inefficiencies, and build scalable, repeatable systems
• Highly organized, self-directed, and able to manage multiple priorities while operating with increasing autonomy
• Interest in growing into broader ownership of support operations, systems management, reporting, and team execution
• Experience with tools such as HubSpot, Jira, Magento, Centercode, Forethought, or Zendesk administration is a plus

Nice to Have

• Experience using Final Draft or other screenwriting software, or supporting creative professionals within the entertainment industry (e.g., screenwriting, production, studio, or agency environments)
• Familiarity with professional creative workflows and customer environments, and experience supporting both subscription and perpetual-license products

Ideal Experience

• 3+ years of experience in technical support, customer support, customer success, support operations, or similar customer-facing roles
• Experience in a lead or senior capacity (e.g., escalation point, coaching, training, or informal team leadership) within a support environment
• Experience with support systems and tooling, including ticketing platforms, workflows, automation, reporting, knowledge bases, and AI/self-service tools
• Experience supporting technical products (SaaS, consumer software, or creative tools) across a diverse customer base, including individual users and enterprise clients
• Experience supporting multi-platform products, including desktop, mobile, web, or cloud-based applications

Success in This Role Looks Like

• The Customer Success team operates with clear priorities, consistent processes, and strong day-to-day execution
• Support KPIs are actively monitored, understood, and used to drive continuous improvement
• Customer issues, product bugs, licensing friction, and process gaps are proactively identified, clearly communicated, and addressed across teams
• Customer Success Associates are effectively coached, supported, and enabled to perform at a high level
• Customers across all experience levels, especially non-technical users, are able to successfully resolve issues through clear, patient, and effective support interactions
• Support systems, workflows, documentation, and automation continuously improve alongside product and SaaS evolution
• Within the first year, the Support Lead independently manages daily support operations with a high degree of ownership and accountability

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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.

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: $35.00 - $42.00 per hour.