Customer Support Manager

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About the Opportunity

This 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.

The organization is looking for a highly organized, technically savvy Customer Support Manager to own day-to-day customer support operations while helping to scale processes, the team, and customer experience.

This role sits at the intersection of customer success, support operations, and team leadership. The individual will serve as the primary escalation point for customer issues, manage a distributed team of part-time support representatives, and work cross-functionally to ensure customers receive exceptional service throughout their experience with the company.

The ideal candidate is comfortable handling customer calls, solving technical issues, creating scalable processes, and leading a team in a fast-paced startup environment.

Key Responsibilities

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 the company's products and services
• Document bugs, trends, and customer pain points
• Collaborate with internal stakeholders to investigate and solve problems

Required Qualifications

• 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

Preferred Qualifications

• 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

Additional Information

• Location: Charlotte, NC (Remote)
• Type: Full-time
• Benefits: Health, dental, vision insurance, stock options

The hiring company is an equal opportunity employer committed to building a diverse and inclusive team.