Support Team Lead

Who We Are Angel is the home of stories that amplify light. Through its platform, thousands of “Angel” investors choose which titles will be created, funded, and distributed. Angel allows creators and audiences to form passionate communities around their creative projects, making the story behind the story as important as the final project itself. Some of the studio's key projects-- The Sound of Freedom and Dry Bar Comedy --have earned billions of views around the world. Learn more at Angel.com We’re looking for passionate team members who want to build world-class products that will reshape media over the coming decades. Learn more about: Our North Star Company Strategy Team Principles Join us and be part of stories that amplify light. Summary/Objective:  A team lead’s role is to guide our support agents, drive performance, and ensure our customers receive exceptional service. This role balances leadership responsibilities—coaching, training, and performance management—with hands-on expertise in handling complex Tier 2 support cases. The Team Lead will also play a key role in organizing knowledge resources and improving processes to empower the team’s success. Key Responsibilities

Team Leadership & Coaching

Provide day-to-day guidance, mentorship, and coaching to support agents.

Conduct regular 1:1s, feedback sessions, performance check-ins, and celebrate wins.

Foster a positive, customer-focused team culture.When needed, give constructive feedback to correct behavior. This may be in the form of an oral conversation or written warning - but in either case keeping documentation in their employee file of any corrective action given.  This could also potentially lead to releasing a team member from Angel.

Performance & Metrics

Monitor and analyze individual and team metrics (CSAT, productivity rate, etc.).Perform weekly QA reports, reviewing following policy and procedure.  Send out performance metrics and QA feedback to agents weekly.

Identify trends, opportunities, and areas for improvement within your team.

Partner with management to set and achieve performance goals.

Customer Support (Tier 2)

Serve as an escalation point for complex or sensitive customer inquiries.

Collaborate with cross-functional teams to resolve issues efficiently.

Maintain a deep understanding of products and services to provide accurate, effective support.

Knowledge & Training

Develop, organize, and maintain internal resources, training materials, and documentation.

Support onboarding and ongoing training initiatives for team members.

Ensure the team is equipped with up-to-date processes, tools, and best practices.Be a knowledge expert in an assigned area for customer support – i.e. Guild, Guild troubleshooting, etc.  Assist the operations team in keeping macros and articles up to date in your specific area of expertise.

Adaptability & GrowthAs our team and business continue to grow, this role may evolve to meet new needs. Responsibilities may shift, expand, or specialize further depending on company priorities, new tools, and organizational direction. Flexibility, curiosity, and a proactive mindset will be key to long-term success in this position.

This role includes a hybrid schedule with a minimum of two in-office days per week. While on-site requirements vary by role, this position benefits from regular in-person collaboration. Specific days can be flexible based on team needs and the candidate’s schedule.”