Service and Support Associate

COME JOIN OUR TEAM!

TPC is an international premier debt financier in the film and television industry offering an array of complementary services including tax credit advisory, brokerage, legal delivery, and post-production accounting. We make content creators' ideas a reality by leveraging our exceptional services in support of their creative projects. We are currently in search of a Service and Support Associate to join our Commercials division. The ideal candidate will be a self-starter, who can multi-task and stay organized across a variety of tasks and deadlines.

WHO WE ARE

TPC's Commercials division is the recognized leader in obtaining and managing production incentives for corporate advertisers, TPC Commercials has built an unmatched track record of delivering measurable financial value to some of the world's most prominent brands. To date, TPC Commercials Division has: Partnered with over 180 brands across the advertising industry Supported more than 1,000 commercial production projects Secured over $120 million in production incentives on behalf of our clients Our deep expertise at the intersection of finance, production, and advertising gives us a unique and powerful position in the marketplace --- one we are actively expanding through new service offerings, new technology, and a bold new brand identity. This is an exciting moment to join our company and to help tell that story. TPC Commercials' offerings are interrelated with a unified goal of reducing friction in the creative supply chain that supports a corporate marketing organization. Our purposefully curated service lines will be supported by a custom-built, best-in-class platform --- all of which will be rebranded to reflect our unique and evolving position in the advertising space.

ABOUT THE ROLE

We are seeking a motivated and client-focused Service and Support Associate to join our team. In this role, you will serve as a key point of contact for clients using the teal/TPC platform, delivering exceptional onboarding experiences, resolving support inquiries, and ensuring clients are set up for success. You will work cross-functionally with internal and external teams --- including Product and Engineering --- to advocate for client needs and drive timely issue resolution. If you are passionate about technology, thrive in a client-facing environment, and enjoy both problem-solving and relationship-building, we would love to hear from you.

KEY RESPONSIBILITIES

Client Onboarding Guide new clients through end-to-end onboarding onto the platform, ensuring a smooth and efficient activation experience Conduct platform walkthroughs and orientation sessions tailored to each client's use case and technical proficiency Partner with Account Management and Sales to ensure seamless handoffs Technical Support (Tier 1 & 2) Serve as the first point of contact for all platform-related support inquiries, triaging, diagnosing, and resolving Tier 1 issues including account access, configuration, and general usability Handle escalated Tier 2 issues involving more complex troubleshooting, working to resolve independently before escalationAct as the primary liaison between clients and the development/engineering team for Tier 3 escalations, clearly documenting issue details, reproduction steps, and tracking resolution progress through to completion Training & Documentation Develop, maintain, and continuously improve client-facing training materials including how-to guides, FAQs, video tutorials, and knowledge base articles Create internal support documentation and runbooks to standardize processes and improve team efficiency Proactively identify knowledge gaps and build resources that reduce repeat support inquiries SLA (Service Level Agreements) Adherence & Performance Monitor and manage personal support queues to ensure all client interactions are handled within defined SLA timeframes Track and report on key support metrics such as response time, resolution time, and client satisfaction scores Proactively avoid at-risk tickets to avoid SLA breaches and maintain service quality standards Customer Service & Platform Expertise Serve as the go-to resource for clients with platform-related questions, delivering timely, accurate, and friendly support across email, chat, and/or phone channels Build strong client relationships through consistent, proactive communication and follow-through Gather and relay client feedback to internal teams to inform product improvements and roadmap priorities

QUALIFICATIONS

Required 2 years of experience in customer support, client success, or technical support role, preferably within a SaaS or technology platform environment Interest in advertising, production and/or finance Demonstrated ability to troubleshoot and resolve software or platform issues independently and under time constraints Strong written and verbal communication skills with the ability to explain technical concepts clearly to non-technical users Proven ability to manage multiple priorities and maintain SLA compliance in a fast-paced environment High attention to detail and strong organizational skills Collaborative team player with the ability to work cross-functionally with Engineering, Product, and Account Management teams Comfortable working a hybrid schedule with 2 days per week on-site at our Los Angeles office and occasional collaborative days in El Segundo Experience with client onboarding workflows or implementation support for a B2B platform Familiarity with tiered support models (Tier 1 / Tier 2 / Tier 3) and escalation best practices Background in creating and maintaining help documentation, knowledge bases, or training materials Exposure to basic technical concepts such as APIs, data integrations, or web-based platforms Experience using project management or internal collaboration tools such as Jira, Notion, Confluence, or Slack Experience working within ticketing systems such as Zendesk, Intercom, Freshdesk, or similar platforms Bachelor's degree in Business, Communications, Information Technology, or a related field (or equivalent experience)

WHAT WE OFFER

Competitive salary of**$72,000 - $77,000** annually, commensurate with experience Full-time position with hybrid work schedule that includes 2 days per week onsite in our Los Angeles office Collaborative, supportive team culture with opportunities to grow Comprehensive benefits package #J-18808-Ljbffr TPC