Customer Support Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Serve as the main escalation point for customer support concerns

• Address intricate customer queries through phone, email, and chat

• Ensure an exceptional customer experience across all support platforms

• Lead, coordinate, and assist a team of part-time customer support agents

• Support the hiring, onboarding, and training processes for new support team members

• Provide ongoing coaching and performance evaluations

• Create documentation, standard operating procedures (SOPs), and training resources to enhance consistency

• Identify recurring customer challenges and propose effective solutions

• Optimize workflows, support procedures, and internal communications

• Collaborate with leadership, operations, and product teams to relay customer feedback

• Contribute to the development of a scalable support organization as the company expands

• Diagnose and resolve product-related customer issues during live events

• Become a subject matter expert on LoveStream's offerings and services

• Record bugs, trends, and customer concerns

• Work with internal stakeholders to investigate and resolve issues

⛳️ Requirements

• Minimum of 2 years in customer support or customer experience within a technical setting

• Experience in managing or mentoring support team members

• Excellent verbal and written communication abilities

• Proficient in handling customer calls and escalations

• Highly organized with outstanding attention to detail

• Strong technical skills and capability to troubleshoot software and platform issues

• Experience in a fast-paced or rapidly growing environment

🏝️ Benefits

• Health, dental, and vision insurance

• Stock options