Customer Support Agent

Angel•Provo, UT

4d•$17 - $19•Hybrid

About The Position

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.

Requirements

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.
High school diploma or equivalent
Basic computer skills and technology understanding
1+ years experience in customer service
Must be authorized to work in the United States.

Nice To Haves

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

Responsibilities

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.
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.