Director of Customer Support

  • Angel Studios
  • Provo, UT
  • May 26, 2021

Job Description

Who We Are
Angel Studios is the home of stories that amplify light. Through its platform, thousands of “Angel” investors choose which titles will be created, funded, and distributed. Angel Studios allows creators and audiences to form passionate communities around their creative projects, making the story behind the story as important as the final project itself. The studios’ first projects—The Chosen and Dry Bar Comedy—have earned billions of views around the world. Learn more at Angel.com
We’re looking for passionate team members who want to build world-class products that will reshape media over the coming decades. Learn more about:Our North StarCompany StrategyTeam PrinciplesJoin us and be part of stories that matter.
RoleWe are looking for a Director of Customer Support who loves empowering others, is well-organized, and values problem solving to join our fast-growing organization. In this role, you’ll lead a team focused on serving our customers—the viewer, the investor, and the creator—through meaningful, well-organized, and quick support interactions. You'll also help us scale the CS team while supporting our team members to excel in both their role and in their overall professional development.

You may enjoy working with us if you:

  • Are self-driven and highly motivated to deliver top-tier solutions with minimal guidance. You also recognize when you're wrong, learn from your mistakes and move past them.
  • Strive to embrace best practices and are always searching for opportunities to continually improve, learn and grow.
  • Enjoy working with people and empowering everyone to do the best work of their life by ensuring they can leverage technology to serve them
  • Scale a smart, empathetic and tight CS organization rapidly delivering best in class support to Angel Studio's member base
  • Provide actionable and ongoing career development for both managers and Support Heroes
  • Deliver on Angel Studio's CS performance metrics across all our support channels
  • Prepare and deliver performance dashboards
  • Partner cross functionally with product, engineering, business operations, compliance, legal and marketing as needed
  • Work to design, develop and implement support policies and procedures for all support channels
  • Take escalated member emails and chats, call team members as necessary

We would love to work with you if you are:

  • Expert at support people management with proven experience growing and managing a high performing CS team
  • Data driven - you use data to manage your team and support your decision making
  • Email and chat support skilled - you’ve managed teams in live email and chat support environments and know how to speak performance metrics
  • Skilled at cross functional partnership and able to ask for what you need to move your team forward
  • You’ve been in the CS game for a while and have managed CS teams for at least 5 years
  • Comfortable with delivering and receiving feedback
  • Ready to go - to grow the team, to work in a super fast moving environment and to keep your team on track through an ever changing start up landscape

Perks at Angel:

  • Competitive compensation
  • Stock Option equity package
  • 100% company-paid medical, dental, and vision premiums for employees and dependents (US employees)
  • Short, and Long Term Disability Insurance paid for employee, with option of additional AD&D insurance
  • Generous Paid Time Off
  • Health Spending Account (HSA)
  • 401(k) investment opportunity
  • Paid parental leave
  • Professional development reimbursement
  • Gym reimbursement
  • Remote work opportunities
Angel is an Equal Opportunity Employer:
We are actively seeking to create a diverse work environment because teams are stronger with different perspectives and experiences.We value a diverse workplace and encourage women, people of color, LGBTQIA individuals, people with disabilities, members of ethnic minorities, foreign-born residents, older members of society, and others from minority groups and diverse backgrounds to apply. We do not discriminate on the basis of race, gender, religion, color, national origin, sexual orientation, age, marital status, veteran status, or disability status. All employees and contractors of Angel are responsible for maintaining a work culture free from discrimination and harassment by treating others with kindness and respect.