Customer Support Specialist

As the world's largest non-theatrical distributor of movies, Swank partners with top studios like Disney, Universal, Warner Bros., and Paramount to bring Hollywood entertainment to audiences beyond traditional theaters. Founded in 1937 and headquartered in St. Louis, the company delivers licensed film content to colleges, K-12 schools, hospitals, cruise lines, libraries, and many other unique venues worldwide.

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 platforms
• Hybrid work schedule with on-site work Monday through Thursday and the option to work from home on Fridays, subject to change based on evolving business needs and priorities

EOE, including disabilities and veterans