Senior Customer Service Representative

About The Role

We are experiencing growth as a company, but there’s a staggering amount of people who are not aware of VidAngel yet. In this role, you will have an unprecedented opportunity to shape the future of our business and impact thousands of customers, and future employees. We’re a little biased, but we can’t think of any other Customer Service opportunity as exciting and it cannot be passed up -- you’ll be a clear owner with the customer experience team and assisting in building a customer centric company as we continue to grow. We are scaling up our phone support team, and you will be a key part in the growth of this team.

Expectations:

Part-time: 25-32 hrs per week (7 days a week);

Friday or Saturday evening rotation, occasional Sundays of 3-4 hours, plus 2-3 nights a week; occasional opportunities for extra hours

Requirements:

Excels in Customer Support

Knowledge of streaming devices and how to work through technical issues

Enjoys helping people troubleshoot

Can handle a fast paced work environment.

Responding to customer chats and emails, good writing skills are a must

On-site attendance required for training and company/team meetings

Preferred experience with or knowledge of VidAngel

Can self monitor while working from home - if remote work is desired.

Enjoys working with a team

Who We're Looking For:

Due to the value you have created in previous employment opportunities, your team would hate to lose you

Assist in creating other forms of value that are needed in a fast-growing tech company. If you can’t do both, it’s not a good fit. If you can do both, you will love the diversity of growth opportunities.

Nothing is below you in this position. Senior Customer Support Specialists are not above the hard work regardless of the requested task.

Bonus Experience: (Not Required)

Interested in development and/or you have basic development experience, SQL, Java, HTML, CSS and Python database language. You will be able to add value in this area with additional projects for the team and working alongside senior management in these responsibilities.

Interest in UX/UI design and/or you have basic UX/UI design experience, you would work alongside our content team to help build internal images, gifs and graphics to make our customer facing help-center even better.

Interest in video editing, sound engineering, voiceover and video animation, you could help add value in this arena.

Proficient in data manipulation and building reports in google sheets and/or excel.

Benefits:

$14-16 per hour

This is a part-time position that has the potential to become a full-time employee.

Full-time Employee Only: Full Medical, Dental, Vision as well as 401K plan all paid by VidAngel

Work from home/in office correspondence

Free VidAngel credit

Full-time Employee Only: Unique and very generous benefits package with equity and potential for an annual bonus pool sharing.

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Objective: Assist all customers in a timely fashion to address and resolve their concerns on streaming their movies, questions and concerns about billing, assist in troubleshooting the errors and technological issues they may be experiencing and movie requests and questions via phone support, or additional channels such as chat and email. Also, a desire to learn and grow in areas that will benefit the team and the company. We are looking for people who can accomplish both of these objectives.

As a Support Angel, you will be required to do the following:

• Report to each shift on time and as scheduled.

• Respond to incoming phone calls (chats and emails as needed)

• Doing the research required to answer our customers questions in full

• Address customers streaming issues

• Assist in billing issues and refunds for customers

• Create additional value for the team with increased responsibilities.