[Remote] Pro Support Frontline Representative

Note: The job is a remote job and is open to candidates in USA. Angi is a company dedicated to connecting homeowners with reliable professionals for home services. They are seeking a Pro Support Frontline Representative to manage the health and success of Pros' businesses through expert consultation and technical support, ensuring long-term retention and satisfaction.

Responsibilities

• Provide real-time support for web and app experiences, guiding Pros through digital walkthrough to manage their profiles effectively from the field
• Conduct high-level discussions regarding Pay-per-Lead and Subscription products, explaining ROI and product value to align with the Pro's business goals
• Maintain up-to-date knowledge of Angi products, policy changes, and trade-specific challenges to provide accurate, high-impact solutions
• Own individual KPIs including Productivity, Quality Assurance, and Resolution rates to improve both the Pro experience and the company's bottom line
• Triage unresolved issues to cross-functional teams (Product, Billing, Sales) while effectively communicating the 'voice of the Pro' to internal stakeholders
• Actively participate in coaching and calibration sessions converting constructive feedback into immediate, measurable skill-building

Skills

• 1-2+ years experience in a high-volume inbound customer support or account management role, ideally within the Tech or SaaS space
• The ability to navigate multiple tools simultaneously (such as Salesforce, Maestro, and Looker) while troubleshooting mobile apps across iOS and Android
• Exceptional verbal and written communication skills, with the poise to handle escalated or high-pressure calls professionally
• The ability to understand small business pressures and explain complex policies with clarity, respect, and a 'partner' mindset
• A self-starter mentality with the discipline to stay focused in a fast-paced environment and the initiative to seek out answers independently
• A growth mindset and the flexibility to thrive in an environment where products, procedures, and priorities evolve rapidly
• Preferred availability to work a dedicated shift of 10:00am - 6:30pm ET or 10:30am - 7pm ET to ensure consistent coverage for our Pro community

Benefits

• 5% Annual Bonus
• Company Equity
• Full medical, dental, vision package to fit your needs
• Generous paid time-off (PTO) including personal, vacation and volunteer time + paid holidays, including an employee-choice flexible holiday
• Pet discount plans & retirement plan with company match (401K)
• Technical equipment (i.e. laptop) provided

Company Overview