Customer Support Manager

Opportunity Overview

This position is with a fast-growing events technology business that supports thousands of live and virtual experiences across the United States. The platform originally served weddings and hospitality, and has since expanded into corporate events, brand activations, and enterprise programs for major global brands.

The company is seeking a highly organized Customer Support Manager with strong technical aptitude to run everyday support operations and help strengthen the customer experience as the business scales.

This role blends customer success, support operations, and people leadership. You will be the main point of escalation for customer problems, oversee a distributed group of part-time support representatives, and collaborate across teams to make sure customers receive reliable service.

The right candidate will be comfortable taking customer calls, resolving software-related issues, improving workflows, and guiding a team in a fast-moving startup setting.

Core Responsibilities

• Serve as the first escalation contact for customer support matters.
• Manage difficult customer conversations by phone, email, and chat.
• Maintain a consistently strong service experience across all support channels.
• Supervise, organize schedules for, and support a team of part-time support representatives.
• Support recruiting, onboarding, and training for new team members.
• Provide coaching and ongoing performance feedback to the support team.
• Develop SOPs, process notes, and training resources to drive consistency.
• Spot repeat customer issues and suggest practical improvements.
• Refine workflows, support procedures, and internal communication methods.
• Work with leadership, operations, and product teams to share customer feedback.
• Help shape a support structure that can scale with company growth.
• Troubleshoot product issues raised during live events.
• Build deep knowledge of the company’s products and services.
• Record bugs, recurring trends, and customer pain points.
• Partner with internal teams to investigate and resolve technical issues.

Required Background

• At least 2 years of experience in customer support or customer experience within a technical setting.
• Prior experience managing, mentoring, or guiding support team members.
• Excellent written and verbal communication skills.
• Confidence handling customer calls and escalations.
• Strong organization skills and a sharp eye for detail.
• Solid technical ability and comfort troubleshooting software or platform problems.
• Experience working in a fast-paced, high-growth environment.

Preferred Experience

• Exposure to managing distributed or part-time teams.
• Hands-on experience with Zendesk, Intercom, HubSpot, Salesforce, or similar support tools.
• Background in SaaS, event technology, hospitality, or operations-focused environments.
• Experience creating support processes from the ground up.
• Comfort working with reporting, KPIs, and support metrics.

Additional Details

This is a remote, full-time role based in Charlotte, NC.

Benefits include health, dental, and vision insurance, along with stock options.

Equal Opportunity

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

Platform Notice

This opportunity is listed through a talent platform that is not the employer and does not make hiring decisions. Applying will take you to the platform to review the role and the hiring company information.