Customer Support Agent

Summary/objective:

Customer Support Agents are responsible for providing quality customer support on behalf of Angel Studios and be the first point of contact for customer concerns.

Expectations at Angel Studios:

• Amplify light in every action.
• As the owner of your outcomes, you are empowered to break down silos and coordinate with any and all people you need in order to reach your goals.
• You are ultimately responsible for achieving the outcomes while also using resources wisely - whether that be money, people, or time.
• Know your customer - it might be our viewers, investors, creators, or internal Angel Teams. Ensure you understand your customer and are providing what THEY need and not just what you want to build.

Essential functions

• Identify customer needs and help walk them through specific tools and features
• Troubleshoot common issues with a product, merchandise, or service
• Respond promptly to tickets and resolve issues in an effective and timely manner
• Proactively use time wisely during high and low volume tickets
• Communicate concerns and issues thoroughly across departments within company from direct feedback of customer interactions
• Come in office at least once weekly to collaborate with team and strategize ways to improve customer service experience and best practices
• Maintain documentation of feedback, concerns, and technical issues and escalate to applicable parties as needed
• Conduct regular follow ups with customers with open tickets and unresolved issues
• Provide introductory information to new and existing customers
• Maintain professional and positive attitude while interacting with customers
• Readily assist in livestream chats, merchandise launches, and other events as needed
• Collaborate with team members and other internal departments on best practices when communicating specific information to customers
• Must attend and contribute to regularly weekly scheduled staff meetings and company meetings in person or via zoom
• Stay up to date prospective requests and keep systems current when determining if cases are open, pending, or closed.

• Proficiency in speaking, reading and writing in the English language required. Additional language proficiency is a plus.

Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

Competencies

• Ability to analyze and creatively problem solve
• Can multitask various tasks simultaneously
• Ability to answer high volumes of tickets, emails, chats, and inquiries.
• Can maintain calm and positive demeanor in difficult situations
• Familiarity with with industry and company standards is a plus
• Experience with Zendesk platform or remote support tools preferred
• Must be able to maintain good relationships with team members and be a team player
• Proficient verbal and written communication skills
• Must have compassionate and understanding ability to de escalate tough situations
• Must participate in setting and achieving regularly scheduled and outlined objectives.

• Ability to take individual ownership, execute with high energy, share context, insist on candor with positive intent.

Work environment - When in the main office, expect a comfortable, air-conditioned work environment. Team members are issued their own desks, but the office is an open, shared space and can be fast-paced and occasionally noisy.

Physical demands - Will need to be able to sit or stand at a desk for extended periods of time.


Position type and expected hours of work - Regular full-time, 40 hours per week.

Travel required - Significant travel is not anticipated for this position.

Required education and experience

• High school diploma or equivalent
• Basic computer skills and technology understanding
• 1+ years experience in customer service

Preferred education and experience

• Bachelor's Degree or equivalent
• 2+ years experience in customer service
• Thorough understanding of customer service software remote platforms
• Proficient computer skills and technologically savvy
• Experience with Zendesk

Work authorization - Must be authorized to work in the United States.


EEO statement

At Angel Studios, we are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and teammates.

Other duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the team member for this job. Duties, responsibilities and activities may change at any time with or without notice.