Angel
Who We Are
Angel 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 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. Some of the studio's key projects-- The Sound of Freedom 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 Star
Company Strategy
Team Principles
Join us and be part of stories that amplify light.
Key Responsibilities
Knowledge Management
Own the creation, organization, and upkeep of internal knowledge resources, including policies, process documentation, and best practices.
Partner with the Backend Manager on maintaining the customer‑facing knowledge base and self‑service tools, ensuring content is accurate, accessible, and aligned with customer needs.
Agent Performance & Coaching
Lead regular coaching sessions and one‑on‑ones to support agent growth and performance improvement.
Establish clear performance standards and metrics, ensuring frontline agents consistently deliver excellent customer experiences.
Foster a culture of accountability, learning, and continuous improvement.
Escalations & High‑Touch Support
Act as the point of contact for escalated or high‑complexity customer cases, modeling strong customer engagement.
Partner with agents on developing resolution strategies that balance customer satisfaction with company policies.
Training & Quality Assurance
Design, develop, and deliver training resources and programs for new hire onboarding and continuing education.
Oversee ongoing QA processes, providing structured feedback to agents and ensuring quality standards are met.
Continuously evaluate training content for gaps and update materials to keep pace with evolving systems, policies, and customer expectations.
Customer Advocacy
Represent the voice of the customer internally by identifying trends, surfacing feedback, and collaborating with cross‑functional teams to improve products, services, and processes.
Ensure customer insights inform business decisions and team strategies.
Team Oversight & Operations
Manage the distribution of workload across the support team, including chat and other customer‑facing channels.
Work closely with Senior Agents to monitor day‑to‑day operations, ensuring coverage, efficiency, and a balanced workload.
Provide leadership and mentorship to team members, fostering engagement and professional development.
Qualifications
3–5+ years of experience in customer support leadership or a similar role.
Proven ability to coach, train, and develop frontline teams.
Strong communication and interpersonal skills, with the ability to handle escalations diplomatically.
Experience with knowledge management systems and customer support tools.
Passion for customer experience and a deep understanding of how frontline performance shapes outcomes.
Adaptability & Growth
As 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.
$68,400 - $74,700 a year
Commensurate with experience and scope of responsibility.
Perks at Angel
Competitive compensation
100% company‑paid medical, dental, and vision premiums for employees and dependents
Short, and Long Term Disability Insurance and Basic Life Insurance paid for employee, with option of additional AD&D insurance
Generous Paid Time Off
Health Spending Account (HSA)
401(k) investment opportunity with employer match
Paid parental leave
Identity Theft Insurance
Pet Insurance
Other duties Please 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.
Angel is an Equal Opportunity Employer At Angel, we are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and teammates.
#J-18808-Ljbffr
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 Star
Company Strategy
Team Principles
Join us and be part of stories that amplify light.
Key Responsibilities
Knowledge Management
Own the creation, organization, and upkeep of internal knowledge resources, including policies, process documentation, and best practices.
Partner with the Backend Manager on maintaining the customer‑facing knowledge base and self‑service tools, ensuring content is accurate, accessible, and aligned with customer needs.
Agent Performance & Coaching
Lead regular coaching sessions and one‑on‑ones to support agent growth and performance improvement.
Establish clear performance standards and metrics, ensuring frontline agents consistently deliver excellent customer experiences.
Foster a culture of accountability, learning, and continuous improvement.
Escalations & High‑Touch Support
Act as the point of contact for escalated or high‑complexity customer cases, modeling strong customer engagement.
Partner with agents on developing resolution strategies that balance customer satisfaction with company policies.
Training & Quality Assurance
Design, develop, and deliver training resources and programs for new hire onboarding and continuing education.
Oversee ongoing QA processes, providing structured feedback to agents and ensuring quality standards are met.
Continuously evaluate training content for gaps and update materials to keep pace with evolving systems, policies, and customer expectations.
Customer Advocacy
Represent the voice of the customer internally by identifying trends, surfacing feedback, and collaborating with cross‑functional teams to improve products, services, and processes.
Ensure customer insights inform business decisions and team strategies.
Team Oversight & Operations
Manage the distribution of workload across the support team, including chat and other customer‑facing channels.
Work closely with Senior Agents to monitor day‑to‑day operations, ensuring coverage, efficiency, and a balanced workload.
Provide leadership and mentorship to team members, fostering engagement and professional development.
Qualifications
3–5+ years of experience in customer support leadership or a similar role.
Proven ability to coach, train, and develop frontline teams.
Strong communication and interpersonal skills, with the ability to handle escalations diplomatically.
Experience with knowledge management systems and customer support tools.
Passion for customer experience and a deep understanding of how frontline performance shapes outcomes.
Adaptability & Growth
As 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.
$68,400 - $74,700 a year
Commensurate with experience and scope of responsibility.
Perks at Angel
Competitive compensation
100% company‑paid medical, dental, and vision premiums for employees and dependents
Short, and Long Term Disability Insurance and Basic Life Insurance paid for employee, with option of additional AD&D insurance
Generous Paid Time Off
Health Spending Account (HSA)
401(k) investment opportunity with employer match
Paid parental leave
Identity Theft Insurance
Pet Insurance
Other duties Please 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.
Angel is an Equal Opportunity Employer At Angel, we are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and teammates.
#J-18808-Ljbffr