angi - Pro Support Frontline Representative

• 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. • 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 to work a dedicated shift of 10:00am - 6:30pm ET or 10:30am - 7pm ET to ensure consistent coverage for our Pro community.