Customer Support Team Lead

We have been the world’s leading casting resource for 90 years. Our software has been used to cast Star Wars, James Bond, Homeland, Game of Thrones, Sherlock, Black Mirror, Downton Abbey, and quite literally thousands of plays, commercials, music videos and shows. If casting directors are looking for leads for their latest Hollywood blockbuster, a chorus line for a West End revival, or a mum & dad for an upcoming McDonald’s commercial, they look in Spotlight. Since our first website launched in 1997, we have delivered innovative applications that have revolutionised the casting industry from our offices, the home of casting, in the heart of central London.

We are looking to recruit a Customer Support team lead to ensure the Spotlight customer support vision is continuously met and our customer service team remains motivated and driven to exceed our member’s expectations. You will be passionate about customer service as we are looking for a hands-on team lead that will lead from the front.

You will;

  • lead, guide and encourage the customer support assistants enabling them to work to their maximum potential
  • conduct quarterly 1-2-1 meetings with all team members, ensuring that helpful & positive feedback is delivered regarding performance
  • support Customer Service team members in the improvement of their skills
  • resolution of any escalated customer issues & problems
  • help train new members of the team when required

We are looking for someone who is;

  • experienced within a team lead or a supervisor position
  • passionate about customer service with experience delivering exceptional customer service over the phone and email
  • flexible and a good team player
  • aligned to the Spotlight’s values: Human, Passionate, Professional, Proud, Supportive

How to Apply

To apply for the role send your CV to john.veal@spotlight.com