[Remote] Customer Support Manager - LoveStream.io

Note: The job is a remote job and is open to candidates in USA. Accord is a high-growth events technology company that powers live and virtual experiences across the U.S. They are seeking a highly organized and technically savvy Customer Support Manager to oversee customer support operations, manage a distributed team, and ensure exceptional service for customers. The role involves leading customer support initiatives, improving processes, and providing technical troubleshooting during live events.ResponsibilitiesAct as the primary escalation point for customer support issuesHandle complex customer inquiries via phone, email, and chatEnsure a high-quality customer experience across all support channelsLead, schedule, and support a team of part-time customer support representativesAssist with hiring, onboarding, and training new support team membersConduct regular coaching and performance feedbackCreate documentation, SOPs, and training materials to improve consistencyIdentify recurring customer issues and recommend solutionsImprove workflows, support processes, and internal communicationPartner with leadership, operations, and product teams to surface customer feedbackHelp build a scalable support organization as the company growsDiagnose and resolve product-related customer issues during live eventsBecome a subject matter expert on LoveStream's products and servicesDocument bugs, trends, and customer pain pointsCollaborate with internal stakeholders to investigate and solve problemsSkills2+ years of customer support or customer experience in a technical environmentExperience managing or mentoring support team membersStrong verbal and written communication skillsComfortable handling customer calls and escalationsHighly organized with exceptional attention to detailStrong technical aptitude and ability to troubleshoot software/platform issuesExperience working in a fast-paced or high-growth environmentExperience managing distributed or part-time teamsExperience with Zendesk, Intercom, HubSpot, Salesforce, or similar platformsBackground in SaaS, event technology, hospitality, or operations-heavy environmentsExperience building support processes from scratchFamiliarity with reporting, KPIs, and support metricsBenefitsHealth, dental, vision insuranceStock optionsCompany OverviewThe Revenue Excellence platform It was founded in 2021, and is headquartered in San Francisco, California, USA, with a workforce of 51-200 employees. Its website is https://inaccord.com.