Job Title: Customer Support Representative

Reports to: Director of Client Experience & Support

JOIN OUR TEAM

At UP Entertainment, we are passionate about storytelling, cultural trends, and fostering dynamic audience engagement across screens and platforms. Join us in making UP Entertainment the leading platform for uplifting digital entertainment.

We’re excited to learn more about you! To apply for this position, please follow the link and instructions at the bottom of the job description. We look forward to learning about your interest in the role, your experience, knowledge, and talents!

SUMMARY: UP Entertainment is looking for a Customer Support Representative who is passionate about delivering uplifting, best-in-class service to our viewers. In this role, you'll support all our brands (i.e. UP Faith & Family, UPTv, Aspire, etc) by helping customers with a variety of inquiries and ensuring a smooth, positive experience across every touchpoint. As a frontline representative, you’ll interact with customers via ticketing systems, live chat, email, and phone—playing a key role in customer satisfaction, retention, and the ongoing growth of our subscription services.

WHO WE ARE:

At UP Entertainment, we believe that quality entertainment, with uplifting and inspiring stories, has the power to positively impact hearts and change our world. Our core purpose is to UPlift Someone. UP Entertainment, celebrating its 20th anniversary this October, is the destination for uplifting entertainment for passionate and diverse audiences across the leading cable, satellite, and streaming platforms. Brands include UP Faith & Family, UPtv, aspireTV, aspireTV+, GaitherTV+ and Cine Romántico.  UP Entertainment’s award-winning pro-social initiative, “UPlift Someone,” has inspired over 200 million people to uplift others through its social videos. 

UP Entertainment’s core values are: Be Uplifting, Be Your Best, and Be Buffalo.  

Be Uplifting
|We aim to uplift and inspire, making someone’s day and their life better by serving them well. We share knowledge and information and are committed to developing ourselves and others. We team up across boundaries and differences to win. At UP, success is shared.

Be Your Best
Our employees are our greatest assets. Our differences, experiences and passions are respected, celebrated and supported at UP because we are most productive as our authentic selves. We always give our absolute best and pursue excellence by designing and planning for the results we want and deliver them.

Be a Buffalo
Like buffalo, we run unified toward challenges and face them with determination and strength. Our industry is unpredictable and so are we. We work hard and are most resourceful and innovative when pressure is applied. We are confident and courageous, resolute, and strong. At UP, we welcome disruption.

Who You Are

The ideal candidate for the Customer Service team at UP Entertainment is a warm, empathetic communicator who genuinely enjoys helping others and making meaningful connections. You fully embrace the company’s mission – to UPLIFT Someone and bring that same spirit to every customer interaction. Technically savvy and detail-oriented, you are confident navigating streaming platforms, troubleshooting issues, and using support tools with ease. As a proactive problem solver, you handle challenges with grace, always aiming to deliver thoughtful and effective solutions. You thrive in a collaborative environment, contributing to a supportive team culture while maintaining a professional and service-first mindset. Adaptable and flexible, you are quick to adjust to new tools, shifting priorities, and the dynamic needs of a growing digital audience.

Essential Duties & Responsibilities

• Deliver timely, empathetic, and professional support via email, chat, and phone (voice & text).
• Manage and resolve customer inquiries using a ticketing system while meeting service level goals
• Troubleshoot account, billing, and technical issues related to streaming services
• Escalate complex issues to internal teams and ensure customer follow-up
• Identify trends in customer feedback to improve service and product offerings
• Maintain accurate and detailed records of customer interactions
• Contribute to internal knowledge base articles and customer support content
• Serve as a brand ambassador, ensuring each interaction reflects UP’s mission and company values

Education / Experience

• 3+ years of experience in a customer support or help desk environment
• Experience with help desk/ticketing platforms, Zendesk experience is preferred
• Strong written and verbal communication skills (Written & Verbal Communication)
• Ability to multitask and prioritize in a fast-paced environment (Planning & Organization)
• Tech-savvy with the ability to troubleshoot basic streaming and app issues (Technical Skills)
• A customer-first attitude with a calm, positive demeanor—even under pressure (Customer Focus)
• Ability to assess issues, think critically, and provide effective solutions quickly and efficiently, often with limited information (Problem Solving Abilities)

Skills

•          Oral & Written Communications: Exceptional, written, and oral communication skills. Communicates well one on one, in small groups and larger presentations, including external public speaking. Writes clear, precise, well-organized documents using appropriate vocabulary, grammar, and wording.
•         Judgement & Decision Making: Consistent logic, rationality, and objectivity in decision-making. Neither indecisive nor hip-shooter. Generates sensible, realistic, practical solutions to problems. Exhibits a high level of integrity, earning trust of coworkers and putting organization and team above self-interests.
•         Problem Solving and Analysis: Identifies significant problems and opportunities. Analyzes problems in depth and achieves effective resolution. Determines root causes for issues and solves for them, striving for continuous improvement.
•         Organization & Planning: Plans, organizes, and manages workload in an efficient manner. Focuses on key priorities
•          Initiative: Goes beyond the call of duty. Shows bias for action. A results-oriented “doer.”
•         Continuous Learning: Seeks feedback to improve performance and strives continuously build; Especially around the key elements of the service including distributors, platforms, and content.
•         Technical Skills: Demonstrates proficiency in systems, process tools, software and/or other technology and tools used by the company, which are essential to successful performance in the employee’s role. (If this competency is selected, list each technical skill required.)
•         Customer Focus: Monitors client satisfaction (internal or external). Establishes partner relationships with clients. Visible and accessible to clients.

CERTIFICATIONS

This job currently has no certification requirements. 

SUPERVISORY RESPONSIBILITIES

This job has no supervisory responsibilities.

OTHER:

This is a hybrid job role, with a combination of telecommuting workdays and in-office workdays.

We are an Equal Opportunity Employer. We are committed to equal-employment principles and comply with all applicable federal, state, and local equal employment opportunity laws and regulations. The terms and conditions of the application process and employment relationship are to be non-discriminatory—without regard to age, race, color, national origin, gender (including pregnancy, childbirth or medical condition related to pregnancy or childbirth), gender identity or expression, religion, physical or mental disability, medical condition, legally protected genetic information, marital status, veteran status, military status, sexual orientation or any other protected category or class that may be applicable to you in the jurisdiction where you are employed. UP Entertainment. Moreover, in accordance with federal and applicable state and local law, we provide reasonable accommodations for applicants and employees’ sincerely held religious beliefs, practices, or observances conflict with work requirements and for applicants and employees with known disabilities provided that such individuals are qualified to perform the essential functions of the job, with or without accommodation, and provided that any accommodations would not impose an undue hardship on the company or introduce a direct threat to the health and safety of the worksite employee with a disability or others. Any applicant or employee who requires reasonable accommodation during the application process or to perform the essential functions of the job should contact a company manager, a company officer or Insperity to request such accommodation. 

TO APPLY: Visit UP Entertainments Careers Page.  If you have previously applied with UP, please Login.  If this is your first visit, select the career opportunity that is of interest to you.  At the bottom of the job description, you will be prompted to create a candidate profile.  Creation of an account is required to begin the application process.   

For more information about UP Entertainment, our brands and values, please visit our website:  www.upentertainment.com