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