Customer Support Manager - LoveStream.io

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.

Responsibilities:

• 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
• 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
• 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
• 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

Requirements:

• 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
• 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