Pro Support Frontline Representative

Pro Support Frontline Representative For over 30 years, Angi has powered the future of the home services industry, creating an environment where homeowners and pros benefit from more jobs done well. For homeowners, our platform is a reliable way to find skilled pros. For pros, we're a reliable business partner who helps them find the winnable work they want, when they want. For employees, we're an amazing place to call home. We can't wait to welcome you. Angi at a glance: - Founded in 1995 as Angie’s List and rebranded in 2021 - Global company with 9 brands in 8 countries and employees worldwide - Homeowners have turned to us for 300 million home projects and counting Angi is seeking a Pro Support Representative to join our frontline team. In this role, you aren't just answering questions; you are managing the health of a Pros' business. We are seeking a "Strong Operator", someone who take extreme ownership of their metrics, thrives in a high-volume environment, and is committed to delivering world-class support that ensures our Pros are set up for the long-term success. About the team Our Pro Support department is the heartbeat of Angi's professional community.  We don't just resolve ticket, we serve as strategic partners to the small business owners and service professionals who power our platform.  Our team is a fast-paced, collaborative group of problem-solvers dedicated to ensuring every Pro has the tools and insight they need to grow their business.  We pride ourselves on a culture of continuous learning, where feedback is a gift and every team member is empowered to act as an advocate for our users. What You'll Do As a Pro Support Representative, your primary goal is to manage the health and success of our Pros' businesses through expert consultation and technical support. You will act as a "Strong Operator," taking full ownership of the Pro journey, from troubleshooting app issues to conducting deep-dive commercial consultations on ROI and lead spend.  By mastering our product suite and maintaining high personal accountability for performance metrics, you will turn complex challenges into seamless experiences that drive long-term retention and Pro satisfaction. - 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. In this role, you will need: - 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 ... (truncated, view full listing at source)