Streaming CX & Support Specialist

Up Entertainment; Hills Park (GA); Hybrid; USD 45,000 - 65,000; Full time

Job summary

UP Entertainment is seeking a Customer Experience/Support Specialist to provide ticket-based support for our streaming service. The role emphasizes written responses, troubleshooting tech issues, and driving customer satisfaction and retention across multiple platforms.

Hybrid Atlanta location; experience with Zendesk and analytics tools is a plus. You will collaborate with cross-functional teams to improve self-service resources and overall user experience.

Qualifications

• High school diploma or equivalent is required.
• 2-4 years of customer-facing experience in media/OTT/digital is preferred.
• Familiarity with streaming services and technology/apps is expected.

Responsibilities

• Respond to subscriber questions and concerns quickly to meet service level goals.
• Handle customer interactions across email, chat, and phone with accurate resolutions.
• Ensure interactions reflect UP Entertainment’s brand values and messaging.
• Monitor customer satisfaction and build relationships with users.

Skills

Oral & Written Communications

Teamwork

Problem Solving and Analysis

Judgement and Decision Making

Continuous Learning

Education

High school diploma or equivalent

2-4 years of customer-facing experience in media/OTT/digital

Familiarity with streaming services and technology/apps

Tools

Zendesk

Looker

Tableau

Job description

UP Entertainment is seeking a Customer Experience/Support Specialist to provide ticket-based support for our streaming service. The role emphasizes written responses, troubleshooting tech issues, and driving customer satisfaction and retention across multiple platforms.

Hybrid Atlanta location; experience with Zendesk and analytics tools is a plus. You will collaborate with cross-functional teams to improve self-service resources and overall user experience.