Note: The job is a remote job and is open to candidates in USA. Accord is a high-growth events technology company that powers live and virtual experiences across the U.S. They are seeking a highly organized and technically savvy Customer Support Manager to oversee customer support operations, manage a distributed team, and ensure exceptional service for customers. The role involves leading customer support initiatives, improving processes, and providing technical troubleshooting during live events.
Responsibilities
- 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
- 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
- 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
- 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
Skills
- 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
- 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
Benefits
- Health, dental, vision insurance
- Stock options
Company Overview
The Revenue Excellence platform It was founded in 2021, and is headquartered in San Francisco, California, USA, with a workforce of 51-200 employees. Its website is https://inaccord.com.