Subscriber Experience & Support Specialist

Up Entertainment; Atlanta (GA); Hybrid; USD 42,000 - 61,000; Full time

Job summary

UP Entertainment is seeking a Customer Experience/Support Specialist in Atlanta (Hybrid) to deliver best-in-class service for the UP Entertainment Streaming Service. You will handle tickets, respond to inquiries, and troubleshoot issues across web, TV devices, and mobile apps while upholding brand standards.

The role emphasizes written communication, cross-functional collaboration, and ongoing process improvement to enhance customer satisfaction and retention in a fast-growing streaming

Qualifications

• Strong written and verbal communication.
• Ability to triage issues and provide clear solutions.
• Experience with streaming or OTT services a plus.

Responsibilities

• Respond to subscriber questions and concerns to meet service goals.
• Troubleshoot customer interactions across multiple channels and devices.
• Ensure interactions reflect UP Entertainment’s brand values and strategy.
• 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

Tools

Zendesk

Looker

Tableau

Microsoft Outlook

Word

Excel

Job description

UP Entertainment is seeking a Customer Experience/Support Specialist in Atlanta (Hybrid) to deliver best-in-class service for the UP Entertainment Streaming Service. You will handle tickets, respond to inquiries, and troubleshoot issues across web, TV devices, and mobile apps while upholding brand standards.

The role emphasizes written communication, cross-functional collaboration, and ongoing process improvement to enhance customer satisfaction and retention in a fast-growing streaming