Customer Support Manager - LoveStream.io
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AI Summary
Location: Charlotte, NC (Remote)
Type: Full-time
Benefits: Health, dental, vision insurance, stock options
About LoveStream
LoveStream is a high-growth events technology company powering thousands of live and virtual experiences across the U.S. What started in weddings and hospitality has rapidly expanded into corporate events, brand activations, and enterprise experiences for some of the world’s biggest companies.
About The Role
We're looking for a highly organized, technically savvy Customer Support Manager to own day-to-day customer support operations while helping us scale our processes, team, and customer experience.
This role sits at the intersection of customer success, support operations, and team leadership. You'll serve as the primary escalation point for customer issues, manage a distributed team of part-time support representatives, and work cross-functionally to ensure our customers receive exceptional service throughout their experience with LoveStream.
The ideal candidate is comfortable handling customer calls, solving technical issues, creating scalable processes, and leading a team in a fast-paced startup environment.
What You'll Do
Customer Support Leadership
Act as the primary escalation point for customer support issues
Handle complex customer inquiries via phone, email, and chat
Ensure a high-quality customer experience across all support channels
Team Management & Operations
Lead, schedule, and support a team of part-time customer support representatives
Assist with hiring, onboarding, and training new support team members
Conduct regular coaching and performance feedback
Create documentation, SOPs, and training materials to improve consistency
Process Improvement
Identify recurring customer issues and recommend solutions
Improve workflows, support processes, and internal communication
Partner with leadership, operations, and product teams to surface customer feedback
Help build a scalable support organization as the company grows
Technical Troubleshooting
Diagnose and resolve product-related customer issues during live events
Become a subject matter expert on LoveStream's products and services
Document bugs, trends, and customer pain points
Collaborate with internal stakeholders to investigate and solve problems
What We're Looking For
Must-Haves
2+ years of customer support or customer experience in a technical environment
Experience managing or mentoring support team members
Strong verbal and written communication skills
Comfortable handling customer calls and escalations
Highly organized with exceptional attention to detail
Strong technical aptitude and ability to troubleshoot software/platform issues
Experience working in a fast-paced or high-growth environment
Nice-to-Haves
Experience managing distributed or part-time teams
Experience with Zendesk, Intercom, HubSpot, Salesforce, or similar platforms
Background in SaaS, event technology, hospitality, or operations-heavy environments
Experience building support processes from scratch
Familiarity with reporting, KPIs, and support metrics
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