Concierge Phone Support

Description

We're launching Concierge Support: a premium, high-touch experience where Angel Guild members facing tricky technical issues can request a scheduled phone call and get personal, end-to-end help until it's resolved. This isn't a general call queue and it isn't overflow for email or chat — it exists for issues that genuinely need live, real-time diagnosis, and protecting that focus is part of the job.

We're looking for a founding builder to create this program from scratch — and to be the first voice on the phone. It starts slow on purpose. For roughly the first three months, you'll personally take the calls, because the best way to figure out how this service should run is to live it. You'll learn what members need, what "great" looks like, and how the workflow should actually work — then use everything you've learned to shape the program.

You won't build it alone or in the dark. You'll work closely with the Director, who sets budget, headcount, and scope, while you own the day-to-day program design and bring recommendations from the front lines. Early on, you'll shape decisions together. As the pilot proves out, ownership steadily shifts to you — with the goal of you fully running the program, and eventually leading a small team as it grows.

This is a rare build-it-yourself role for someone who wants to shape something from zero and roll up their sleeves on real member calls.

What you'll do

• Get calls happening fast. Stand up a working version of the service and start taking member calls within your first 30 days — learning by doing rather than over-planning.
• Be the first voice. Personally handle concierge calls through the pilot to understand member needs firsthand and gauge how the program should ultimately run.
• Own the fix, end-to-end. Resolve members' technical issues yourself — from the first hello to a confirmed resolution — rather than handing them off mid-stream.
• Design the program with the Director. Define how members request a call, how calls get scheduled and handled, and what "great" looks like — refining based on what you learn on the phones. The Director guides direction and owns scope; you own the day-to-day design and the recommendations that shape it.
• Partner with the Troubleshooting Team Lead. They own troubleshooting across the whole support org; you work in conjunction with them to make sure agent- and member-facing documentation is genuinely supportive — including how to accomplish a fix live on the phone versus over email — and to get member issues into the right hands fast when a broader fix is needed.
• Protect the scope. Keep this channel focused on issues that truly need live diagnosis, and guard it from becoming an overflow queue as volume grows.
• Turn the phones into signal. Surface what you're hearing from members with clear detail, run the numbers, and turn a pile of calls into a clear story about what to fix next.

What this grows into

As the pilot proves out and volume builds, this role expands from doing the work to designing and owning the operation — and, over time, leading a team. That build-out includes:

• Standing up the scheduling tool and its integration with Zendesk Talk (or comparable), including appointment types, reschedules, and no-shows.
• Building the QA scorecard, monitoring cadence, and calibration, tied to coaching.
• Defining callback SLAs for unscheduled contacts, tracked separately from booked appointments.

IF the need eventually arises:

• Designing IVR menus and call flows, including routing for callers without an appointment.
• Workforce planning — forecasting call volume, building schedules, and tracking adherence and show rate.
• Compliance basics — caller ID accuracy, recording disclosure, and do-not-call/opt-out handling.
• Reporting — a concierge dashboard and regular read-outs to the Director.
• Onboarding and certification for future agents as the team grows.

You won't be expected to own all of this on day one — it's the roadmap you're building toward as the program earns its next stage.

Requirements

What we're looking for

• 3+ years in technical support, customer success, or a related customer-facing technical role.
• Excellent phone presence — you can make a frustrated member feel calm, heard, and genuinely cared for.
• Strong troubleshooting instincts, especially with streaming/apps, accounts, and playback across devices — and the ability to explain technical things in plain language.
• A builder's mindset — comfortable creating structure and process where none exists yet, and thriving with ambiguity.
• Highly organized; able to juggle scheduling, follow-ups, and competing priorities without dropping the ball.
• Comfortable working across teams and using data to make the case for change — you can turn a pile of support tickets into a clear story about what to fix next.
• Deep empathy and patience, and a genuine connection to Angel's mission and community.

Nice to have

• Experience launching or scaling a new support offering or program.
• Experience leading or mentoring others (a plus given the role's potential to grow).
• Familiarity with support/CRM and scheduling tools (e.g., Zendesk, Salesforce Service Cloud, Intercom).
• Familiarity with streaming platforms and connected-TV devices (Roku, Apple TV, Fire TV, Chromecast, smart TVs).
• Experience supporting a membership or subscription community.

Success milestones

• Day 30: Concierge calls are live and happening with real Guild members.
• Months 3–6: You've personally handled calls, and the program's workflow, playbooks, and service standards are taking shape from what you've learned — developed in partnership with the Director.
• Ongoing: Your weekly metrics are actively influencing what other teams prioritize and fix. As the service proves out, you take on more of the operational ownership — with room for the role, and a team, to grow.

What To Know

Physical Demands

Will need to be able to sit or stand at a desk for extended periods of time.

Position Type and Expected Hours

Regular full-time, ~40 hours per week.

Work Authorization

Must be authorized to work in the United States.

EEO Statement

At Angel Studios, we are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and teammates.

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.

      Applicants have Federal employment law rights. For more information about these protections, please review the following official posters:

• https://www.dol.gov/agencies/whd/posters/fmla
• https://www.eeoc.gov/poster
• https://www.dol.gov/agencies/whd/posters/employee-polygraph-protection-act