Hybrid Customer Experience & Support Specialist

UPtv; Atlanta (GA); Hybrid; USD 42,000 - 64,000; Full time

Job summary

UPtv is seeking a Customer Experience/Support Specialist in Atlanta. This role focuses on providing outstanding support for the UP Entertainment Streaming Service, resolving subscriber questions, and ensuring a warm, uplifting user experience across channels.

You’ll handle tickets, troubleshoot tech issues, monitor trends with customer feedback, and collaborate with cross-functional teams to improve self-service resources and overall satisfaction.

Qualifications

• High school diploma or equivalent required.
• 2-4 years in a customer-facing role, ideally in media/OTT.
• Familiarity with streaming services and technology/apps.
• Experience managing high-volume support queues.

Responsibilities

• Use Zendesk data to identify trends and drive process improvements.
• Monitor and QA customer experience across web, Roku, Apple TV, Fire TV and mobile apps.
• Provide multi-channel support via email, chat, and phone with timely resolutions.
• Contribute to daily reviews and knowledge base updates to improve self-service.

Skills

Customer service mindset

Written communication

Verbal communication

Problem solving

Multi-channel support

Education

High school diploma or equivalent

Tools

Zendesk

Looker

Tableau

Job description

UPtv is seeking a Customer Experience/Support Specialist in Atlanta. This role focuses on providing outstanding support for the UP Entertainment Streaming Service, resolving subscriber questions, and ensuring a warm, uplifting user experience across channels.

You’ll handle tickets, troubleshoot tech issues, monitor trends with customer feedback, and collaborate with cross-functional teams to improve self-service resources and overall satisfaction.