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
