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
Angi is a technology-based tool that helps homeowners find home improvement and property renovation professionals. It was founded in 1995, and is headquartered in Indianapolis, Indiana, USA, with a workforce of 1001-5000 employees. Its website is https://www.angi.com/.