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 aService 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 ARETPC'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 industrySupported more than 1,000 commercial production projectsSecured over $120 million in production incentives on behalf of our clientsOur 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 ROLEWe 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 RESPONSIBILITIESClient OnboardingGuide new clients through end-to-end onboarding onto the platform,



ensuring a smooth and efficient activation experienceConduct platform walkthroughs and orientation sessions tailored to each client's use case and technical proficiencyPartner with Account Management and Sales to ensure seamless handoffsTechnical 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 usabilityHandle 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 completionTraining & DocumentationDevelop, maintain, and continuously improve client-facing training materials including how-to guides, FAQs, video tutorials, and knowledge base articlesCreate internal support documentation and runbooks to standardize processes and improve team efficiencyProactively identify knowledge gaps and build resources that reduce repeat support inquiriesSLA (Service Level Agreements) Adherence & PerformanceMonitor and manage personal support queues to ensure all client interactions are handled within defined SLA timeframesTrack and report on key support metrics such as response time, resolution time, and client satisfaction scoresProactively elevate at-risk tickets to avoid SLA breaches and maintain service quality standardsCustomer Service & Platform ExpertiseServe as the go-to resource for clients with platform-related questions, delivering timely, accurate, and friendly support across email, chat, and/or phone channelsBuild strong client relationships through consistent, proactive communication and follow-throughGather and relay client feedback to internal teams to inform product improvements and roadmap prioritiesQUALIFICATIONSRequired2+ years of experience in customer support, client success, or technical support role, preferably within a SaaS or technology platform environmentInterest in advertising,



production and/or financeDemonstrated ability to troubleshoot and resolve software or platform issues independently and under time constraintsStrong written and verbal communication skills with the ability to explain technical concepts clearly to non-technical usersProven ability to manage multiple priorities and maintain SLA compliance in a fast-paced environmentHigh attention to detail and strong organizational skillsCollaborative team player with the ability to work cross-functionally with Engineering, Product, and Account Management teamsComfortable working a hybrid schedule with 2 days per week on-site at our Los Angeles office and occasional collaborative days in El SegundoExperience with client onboarding workflows or implementation support for a B2B platformFamiliarity with tiered support models (Tier 1 / Tier 2 / Tier 3) and escalation best practicesBackground in creating and maintaining help documentation, knowledge bases, or training materialsExposure to basic technical concepts such as APIs, data integrations, or web-based platformsExperience using project management or internal collaboration tools such as Jira, Notion, Confluence, or SlackExperience working within ticketing systems such as Zendesk, Intercom, Freshdesk, or similar platformsBachelor's degree in Business, Communications, Information Technology, or a related field (or equivalent experience)WHAT WE OFFERCompetitive salary of $72,000 - $77,000 annually, commensurate with experienceFull-time position with hybrid work schedule that includes 2 days per week onsite in our Los AngelesofficeCollaborative, supportive team culture with opportunities to growWe are looking for a detail-oriented Customer Support Specialist to assist customers with assisting customers with questions, online processes, and routine service needs.The adecuado candidate is solutions-focused, dependable, and committed to providing clear and timely support.Key ResponsibilitiesRespond to incoming customer inquiriesIdentify the purpose of each requestResearch information and possible solutionsGuide customers through online processesAssist with routine service concernsCoordinate additional assistanceRecord accurate interaction notesTrack open requestsProvide timely updatesContribute to a helpful customer experienceQualificationsCustomer-focused approachStrong research abilitiesGood problem-solving skillsEffective time managementAccurate recordkeepingBasic computer proficiencyAbility to learn proceduresReliable and professionalPrevious support experience is helpful but not requiredWhy Choose UsFlexible Scheduling: Manage your availability around responsibilitiesTraining Available: Learn relevant systems and processesOngoing Support: Access continued resources and educationProfessional Development: Develop organization, communication, and customer-service skillsCustomer-Focused Role: Help customers navigate questions and requests
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📌 Senior It Support Engineer — Cloud & Automation (Santa Fe)
🏢 Freelance Latin America
📍 Santa Fe