Job Description
About Rumor
Rumor is a members-only platform connecting high-profile individuals with exclusive events and experiences. We work closely with brands, hosts, and cultural leaders to deliver seamless, high-touch event experiences—often live, time-sensitive, and global.
Role Overview
The Client Support Manager is the frontline point of contact for Rumor’s hosts and members. This role is critical during live events and off-hours, ensuring issues are resolved quickly, communication stays clear, and hosts feel fully supported.
You’ll own day-to-day support operations while working closely with product and operations to surface insights, bugs, and improvements.
Key Responsibilities
Serve as primary point of contact (POC) for hosts during live events, including evenings, weekends, and international time zones when the core team is offline
Manage and respond to all inbound inquiries via:
- Support email
- Intercom (hosts + members)
Triage issues in real time, escalate urgent matters, and ensure timely resolution
Update, maintain, and improve Help Center / FAQ articles based on recurring questions and product updates
Perform light QA and product testing on new features, flows, and releases
Log bugs, edge cases, and UX issues clearly for the product and engineering teams
Identify patterns in support inquiries and proactively suggest improvements to workflows, tooling, or product UX
Working Hours & Availability
- This is a full-time role (40 hours per week)
- Standard working hours are Monday–Friday, 9:00 AM–5:00 PM EST
- Candidates must be flexible and willing to work occasional weekends or irregular hours as needed to support live events and host operations
What We’re Looking For
- 2+ years in customer support, client services, or operations (tech, events, hospitality, or SaaS a plus)
- Calm, clear communicator—especially under pressure or during live events
- Highly organized and detail-oriented with strong follow-through
- Comfortable working outside standard hours when required
- Tech-savvy and quick to learn new tools (Intercom, ticketing systems, internal dashboards)
- Experience logging bugs or working alongside product/engineering teams is a plus
Nice to Have
- Experience supporting live events, high-touch clients, or VIP users
- Familiarity with startups, early-stage products, or fast-moving teams
- Background in hospitality, events, or luxury services
