Customer Support Agent

Job Description

Job Description

Description:

As a Customer Support Agent, you are the voice of our brand and a trusted resource for our customers. You’ll deliver exceptional service by resolving inquiries efficiently, offering clear product guidance, and providing thoughtful follow-up that builds lasting customer relationships. This role combines empathy, technical problem-solving, and cross-departmental collaboration to create a seamless customer experience from start to finish.

• Serve as the primary point of contact for customer inquiries through email and chat. As our team grows, phone support is likely to become part of this role. You'd be well trained before taking any calls.

• Identify customer needs quickly and accurately, offering guidance through tools, features, and product options.

• Troubleshoot and resolve technical or service-related issues with professionalism and accuracy.

• Follow up on open or unresolved inquiries to ensure complete satisfaction and issue closure.

• Maintain a high level of product knowledge to provide accurate, confident, and consistent support.

• Support team leads and managers with special projects or one-off initiatives as assigned.

• Represent the customer’s voice by sharing insights, patterns, and feedback with internal teams to improve products, policies, and workflows.

• Collaborate closely with team members and team leads to ensure consistent messaging and an aligned customer experience.

• Participate in weekly team and company meetings (in person or via Zoom) and contribute ideas for improving processes and service quality.

• Accurately note all research and learnings on individual tickets.

• Keep customer records organized and up-to-date, ensuring tickets are properly categorized as open, pending, or closed.

• Proactively manage time and priorities during both high- and low-volume periods to maintain strong performance and response times.  Accurately document how your time and spent.

• Escalate complex or sensitive issues appropriately to ensure swift resolution.

• Attend in-office collaboration days monthly
• to connect with peers, align on priorities, and strengthen team communication.

• Maintain a professional, empathetic, and solution-oriented attitude in all interactions.

• Stay informed about new product features, system updates, and best practices in customer support.

• Seek continuous improvement through feedback, training, and knowledge sharing.

• Adapt effectively to ongoing changes in products, procedures, and technology to maintain service excellence.

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

• 1–3 years of experience in customer support, client services, or a related field (experience with ticketing systems preferred).
• Strong written and verbal communication skills with a friendly, professional tone.
• Demonstrated ability to troubleshoot and problem-solve effectively in a fast-paced environment.
• Highly organized with strong attention to detail and follow-through.
• Comfortable learning new technologies and adapting to evolving tools and systems.
• Proficiency in English (written and spoken) required; additional language skills are a plus.
  

As our team and business continue to grow, this role may evolve to meet new needs. Responsibilities may shift, expand, or specialize further depending on company priorities, new tools, and organizational direction. Flexibility, curiosity, and a proactive mindset will be key to long-term success in this position.

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.