Customer Support Manager

Roles & Responsibilities:

• Act as the primary escalation point for customer support issues and handle complex inquiries via phone, email, and chat.
• Ensure a high-quality customer experience across all support channels.
• Work cross-functionally to ensure customers receive exceptional service throughout their experience with LoveStream.

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 and create documentation, SOPs, and training materials.

Process Improvement & Technical Support:

• Identify recurring customer issues and recommend solutions.
• Partner with leadership, operations, and product teams to surface customer feedback.
• Diagnose and resolve product-related customer issues during live events and become a subject matter expert on LoveStream's products.