Angel
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Customer Support, Manager
role at
Angel
This range is provided by Angel. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.
Base pay range $68,400.00/yr - $74,700.00/yr
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 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.
The Frontend Manager is responsible for shaping and elevating the customer experience through direct leadership of our support team. This role blends people management, customer advocacy, and training oversight to ensure our frontline agents have the tools, knowledge, and coaching they need to deliver excellent service. The Frontend Manager focuses on the “people and customer” side of support building strong agent performance and ensuring our customers receive consistent, high-quality interactions.
You’ll be part of a highly strategic leadership team, focused on driving sustainable growth and ensuring our support organization continues to evolve and stay relevant as the company grows.
This role functions as a co-manager alongside the Backend Manager (Systems & Operations), with shared responsibility for leading the support team and clearly divided areas of focus to ensure full coverage of both people and systems needs.
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
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
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.
We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.
Commensurate with experience and scope of responsibility.
Seniority level Not Applicable
Employment type Full‑time
Job function Other
Industries Entertainment Providers
#J-18808-Ljbffr
Customer Support, Manager
role at
Angel
This range is provided by Angel. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.
Base pay range $68,400.00/yr - $74,700.00/yr
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 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.
The Frontend Manager is responsible for shaping and elevating the customer experience through direct leadership of our support team. This role blends people management, customer advocacy, and training oversight to ensure our frontline agents have the tools, knowledge, and coaching they need to deliver excellent service. The Frontend Manager focuses on the “people and customer” side of support building strong agent performance and ensuring our customers receive consistent, high-quality interactions.
You’ll be part of a highly strategic leadership team, focused on driving sustainable growth and ensuring our support organization continues to evolve and stay relevant as the company grows.
This role functions as a co-manager alongside the Backend Manager (Systems & Operations), with shared responsibility for leading the support team and clearly divided areas of focus to ensure full coverage of both people and systems needs.
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
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
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.
We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.
Commensurate with experience and scope of responsibility.
Seniority level Not Applicable
Employment type Full‑time
Job function Other
Industries Entertainment Providers
#J-18808-Ljbffr