{"id":1328822,"url":"https://alion.io/job/angel-customer-support-agent","title":"Customer Support Agent","company":{"id":1835506,"name":"Angel","domain":"angel.com","url":"https://alion.io/company/angel-com","size_band":"501-1000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Paylocity","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":"junior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"explicit","locations":["Provo, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":17,"max":19,"currency":"USD","period":"hour","gross":null,"usd_annual":38000},"salary_estimate":null,"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Zendesk","optional":true}],"status":"closed","first_seen_at":"2026-08-11T23:13:01Z","employer_posted_date":"2026-09-27","last_verified_at":"2026-09-30T16:44:29Z","board_verified":false,"closed_at":"2026-09-30T16:44:29Z","days_open":49,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":49},"description":"Description\nSummary/Objective\nAs 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.\nKey Responsibilities\nCustomer Interaction & Issue Resolution\nServe 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.\nIdentify customer needs quickly and accurately, offering guidance through tools, features, and product options.\nTroubleshoot and resolve technical or service-related issues with professionalism and accuracy.\nFollow up on open or unresolved inquiries to ensure complete satisfaction and issue closure.\nMaintain a high level of product knowledge to provide accurate, confident, and consistent support.\nSupport team leads and managers with special projects or one-off initiatives as assigned.\nCommunication & Collaboration\nRepresent the customer’s voice by sharing insights, patterns, and feedback with internal teams to improve products, policies, and workflows.\nCollaborate closely with team members and team leads to ensure consistent messaging and an aligned customer experience.\nParticipate in weekly team and company meetings (in person or via Zoom) and contribute ideas for improving processes and service quality.\nDocumentation & Process Management\nAccurately note all research and learnings on individual tickets.\nKeep customer records organized and up-to-date, ensuring tickets are properly categorized as open, pending, or closed.\nProactively 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.\nEscalate complex or sensitive issues appropriately to ensure swift resolution.\nTeam Culture & Professional Development\nAttend in-office collaboration days monthly\nto connect with peers, align on priorities, and strengthen team communication.\nMaintain a professional, empathetic, and solution-oriented attitude in all interactions.\nStay informed about new product features, system updates, and best practices in customer support.\nSeek continuous improvement through feedback, training, and knowledge sharing.\nAdapt effectively to ongoing changes in products, procedures, and technology to maintain service excellence.\nRequirements\nEssential functions\nIdentify customer needs and help walk them through specific tools and features\nTroubleshoot common issues with a product, merchandise, or service\nRespond promptly to tickets and resolve issues in an effective and timely manner\nProactively use time wisely during high and low volume tickets\nCommunicate concerns and issues thoroughly across departments within company from direct feedback of customer interactions\nCome in office at least once weekly to collaborate with team and strategize ways to improve customer service experience and best practices\nMaintain documentation of feedback, concerns, and technical issues and escalate to applicable parties as needed\nConduct regular follow ups with customers with open tickets and unresolved issues\nProvide introductory information to new and existing customers\nMaintain professional and positive attitude while interacting with customers \nReadily assist in livestream chats, merchandise launches, and other events as needed\nCollaborate with team members and other internal departments on best practices when communicating specific information to customers\nMust attend and contribute to regularly weekly scheduled staff meetings and company meetings in person or via zoom\nStay up to date prospective requests and keep systems current when determining if cases are open, pending, or closed. \nProficiency in speaking, reading and writing in the English language required. Additional language proficiency is a plus. \nReasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.\nQualifications\nCompetencies\n1-3 years of experience in customer support, client services, or a related field (experience with ticketing systems preferred).\nStrong written and verbal communication skills with a friendly, professional tone.\nDemonstrated ability to troubleshoot and problem-solve effectively in a fast-paced environment.\nHighly organized with strong attention to detail and follow-through.\nComfortable learning new technologies and adapting to evolving tools and systems.\nProficiency in English (written and spoken) required; additional language skills are a plus.\nAdaptability & Growth\nAs 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.\nWork 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.\nPhysical demands - Will need to be able to sit or stand at a desk for extended periods of time.\nPosition type and expected hours of work - Regular full-time, 40 hours per week.\nTravel required - Significant travel is not anticipated for this position.\nRequired education and experience\nHigh school diploma or equivalent\nBasic computer skills and technology understanding\n1+ years experience in customer service\nPreferred education and experience\nBachelor's Degree or equivalent\n2+ years experience in customer service\nThorough understanding of customer service software remote platforms\nProficient computer skills and technologically savvy\nExperience with Zendesk\nWork authorization - Must be authorized to work in the United States.\nEEO statement\nAt Angel Studios, we are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and teammates.\nOther duties\nPlease 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.\nSalary Description\n$17.00-$19.00 per hour","description_format":"text","description_chars":6659,"description_truncated":false,"requirements":{"experience_years_min":2,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"high_school","optional":true},"security_clearance":false,"languages":[{"language":"English","level":"Advanced (C1)","optional":false}]},"benefits":["Professional development"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Media & Entertainment","Film Production","TV Production"],"lifecycle":[{"event":"open","at":"2026-09-27T07:27:33Z"},{"event":"close","at":"2026-09-30T16:44:29Z"}],"liveness":null,"pay":{"stated_usd_annual":38000,"is_top_pay":false},"html_url":"https://alion.io/job/angel-customer-support-agent","json_url":"https://alion.io/job/angel-customer-support-agent.json","meta":{"generated_at":"2026-10-01T05:11:25Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","usage":{"tier":"crawler","counted_by":"address","units_charged":1,"used_today":4880,"day_limit":5000,"remaining_today":120,"minute_limit":60,"resets_at":"2026-10-02T00:00:00Z"}}}