Customer Support Representative

Job Overview

Customer Service Representative – Atlanta, GA (Hybrid). Salary: $40,000‑$55,000 annually.

The Customer Experience Representative is responsible for providing customer support for the UP Entertainment Streaming and Linear Services. The role is ticket based with an emphasis on written responses to meet or exceed department service level goals. It also involves troubleshooting technology issues, identifying trends in customer problems, and proposing opportunities to improve the customer experience.

At UP Entertainment, we believe that quality entertainment has the power to positively impact hearts and change our world. Celebrating its 20th anniversary, UP Entertainment offers uplifting content across cable, satellite, and streaming platforms, with brands including UP Faith & Family, UPtv, aspireTV, and more.

You possess a strong passion for helping others and excel in written, verbal, and customer communication. You are skilled in triaging issues and communicating clear solutions with patience and adaptability. You have familiarity with SVOD technology, can maintain composure under pressure, and possess strong emotional intelligence for effective collaboration.

• Respond to subscriber questions and concerns in a timely manner to meet or improve upon UP Entertainment’s service level goals.
• Respond and troubleshoot customer interactions across multiple communication channels and devices.
• Ensure that customer interactions consistently reflect UP Entertainment’s brand values and communication strategy.
• Monitor satisfaction (internal and external) and establish relationships with customers.
• Use Zen Desk data to monitor and uncover trends in volume, issues, and sentiment to drive process improvement.
• Monitor and QA customer experience across web, Roku, Apple TV, Fire TV, and mobile applications.
• Provide multi‑channel support via email, Zen Desk Live Chat, and Zen Desk Talk.
• Participate in daily review sessions to discuss trends and customer feedback.
• Collaborate in developing support resources, including Zen Desk macros and knowledge‑base articles.

• Oral & Written Communications
  :
  Exceptional communication skills; ability to write clear, precise documents.
• Teamwork
  :
  Ability to work independently and collaboratively with cross‑functional teams.
• Problem Solving and Analysis
  :
  Identify problems, analyze them in depth, and achieve effective resolution.
• Judgement and Decision Making
  :
  Consistent logic and objectivity in decision‑making.
• Continuous Learning
  :
  Seeks feedback and pursues continuous improvement.

Proficiency with Microsoft Outlook, Word, Excel, and customer support software (e.g., Zendesk). Experience with business intelligence tools such as Looker or Tableau is a plus. Familiarity with app platforms including iOS, Android, Amazon Fire, Xbox, Tizen, Apple TV, and Roku is desirable.

• High school diploma or equivalent.
• 2‑4 years of previous experience in a customer‑facing role, ideally in media, digital MVPDs or OTT SVOD services, project management, e‑commerce, or retail.
• Sufficient familiarity with streaming services and technology/apps to assist in troubleshooting.
• Experience managing high‑volume queues, preferably within a customer service environment.

This job currently has no certification requirements.

This job has no supervisory responsibilities.

We are an Equal Opportunity Employer. We are committed to equal‑employment principles and comply with all applicable federal, state, and local equal employment opportunity laws and regulations. The terms and conditions of the application process and employment relationship are non‑discriminatory—without regard to age, race, color, national origin, gender, religion, physical or mental disability, marital status, veteran status, sexual orientation, or any other protected class.

We provide reasonable accommodations for qualified applicants and employees with disabilities. Any applicant who requires an accommodation should contact a company manager or the appropriate department to request assistance.