Customer Support Manager - LoveStream.io

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