Customer Support Agent

Summary/Objective

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

Expectations

• 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.

Responsibilities

• 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 the company from direct feedback of customer interactions.
• Come into the office at least once weekly to collaborate with the team and strategize ways to improve the 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 a 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 scheduled weekly staff meetings and company meetings in person or via Zoom.
• Stay up to date on prospective requests and keep systems current when determining if cases are open, pending, or closed.

Requirements

• 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.