Talent Systems, LLC

Customer Support

• Lead and manage the global team of Talent Support Specialists, including recruiting, training, scheduling, coaching, performance evaluation, and enforcing policies and procedures
• Oversee day-to-day operations to ensure timely, high-quality support across all Talent Systems products and channels
• Monitor and analyze KPIs, productivity metrics, and customer experience trends to drive continuous improvement
• Identify and address recurring product or service issues by investigating root causes, escalating as needed, and reporting findings to internal stakeholders
• Collaborate cross-functionally with Product, Marketing, and Engineering to relay customer feedback, pain points, and feature requests
• Ensure adequate support coverage during core business hours
• Coordinate onboarding and cross-training to build team knowledge across all products and services
• Partner with the Global Director of Support to define team goals, support career development, and champion a culture of performance, accountability, and continuous learning

Customer Support Manager

Analyst

• Drive implementation and integration of AI solutions across products and internal processes
• Identify and implement AI solutions that enhance internal tools and workflows, improving operational efficiency across teams
• Support the integration of AI-driven capabilities into customer-facing platforms
• Research, evaluate, and recommend AI technologies, frameworks, and third-party tools for integration
• Collaborate with product managers, engineers, and business stakeholders to identify high-impact AI use cases
• Lead and/or support the execution of AI implementation projects from concept to delivery
• Design and run experiments to test feasibility, performance, and ROI of proposed AI initiatives
• Track industry trends and maintain a proactive innovation pipeline
• Develop documentation, training materials, and best practices for internal adoption of AI tools
• Contribute to shaping product direction with a product-manager lens focused on customer outcomes and scalability

Customer Support Manager

AI Analyst