Customer Support Specialist

Major Hollywood and independent movie studios have appointed Swank Motion Pictures, Inc. as their exclusive licensing and distribution partner to offer their box-office hits for public performance in non-theatrical markets (markets outside theaters). Swank represents Walt Disney Pictures, Warner Bros., Sony Pictures, New Line Cinema, Lionsgate, MGM, and many more!

The Customer Support Specialist plays a critical role in supporting the sales team and ensuring a seamless digital experience for K-12 clients. This position is responsible for managing technical inquiries, creating and maintaining portals, executing onboarding communications, and analyzing account data to identify trends and risks. The ideal candidate is detail-oriented, tech-savvy, and highly organized, with strong communication skills and the ability to manage multiple priorities in a fast-paced environment.

Responsibilities:

• Serve as a point of contact for K-12 streaming customers, ensuring timely and professional communication
• Respond to inquiries and provide accurate solutions to account-related questions and platform navigation
• Support new customer onboarding by assisting with setup, content booking, renewal updates, and training resources
• Manage scheduled check-ins, surveys, and follow-up communications to ensure satisfaction
• Maintain and review account health reports to identify trends and address potential issues before they impact the customer experience
• Collaborate with internal teams to share insights that improve customer engagement and retention strategies

Requirements

• Bachelor's degree required       
• Experience in customer service or digital support
• Strong technical troubleshooting and problem-solving abilities
• Proficiency with CRM systems and digital platforms
• Excellent written and verbal communication skills
• Ability to manage multiple priorities and meet deadlines

Benefits

• Comprehensive compensation and healthcare packages, including medical, dental, vision, and life insurance products 
• 401(k) plan with employer match 
• Competitive paid time off: vacation, personal time, holidays, and winter break 
• Company sponsored volunteer & community outreach opportunities 
• Organizational growth potential through our company sponsored online learning platform 
• Hybrid work environment 

EOE, including IWD and Veterans