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Customer Support Manager
Avive · Brisbane, Vereinigte Staaten Von Amerika · Remote
About Avive:
Avive Solutions, Inc. (https://avive.life) is a growth stage Automated External Defibrillator (AED) company with a connected response system that is rapidly gaining market share. We are a mission driven team that is quite literally saving lives. Sudden Cardiac Arrest (SCA) is a leading cause of death in the United States, and we are on a mission to change that! We are a dynamic organization that builds elegant, creative solutions to solve complex problems. Ultimately, our mission is for all cardiac arrest victims to have rapid access to life-saving defibrillation.
Avive is taking a fresh approach to addressing this decades-old problem by innovating AED technology, coupled with a first-of-its-kind software platform solution to enable a quicker and more streamlined response to SCA emergencies. We believe that this unique combination of deploying advanced – yet still accessible – hardware, and software, has the potential to revolutionize out-of-hospital cardiac arrest response and massively impact SCA survival rates.
Check out this short video that shows a glimpse of how our team is working to re-think cardiac arrest response and save lives! https://www.youtube.com/watch?v=2p4zfOWo62E
Learn more about working at Avive: https://avive.life/careers/
About the Role:
We are seeking a Customer Support Manager to lead and elevate our inbound call center operations, customer product support, new customer onboarding experience, and unmanaged/small-account retention and success workflows.
This role is a critical part of our Customer Success organization. As a player-coach, you’ll actively support customers while recruiting, developing, and managing a high-performing support team. You will ensure we meet (and exceed) service SLAs, improve operational efficiency, and deliver an exceptional customer experience across every interaction.
We need someone who thrives in a fast-growing environment, rolls up their sleeves, and can build scalable processes from the ground up. This is a highly cross-functional role that works closely with Engineering, Product, Quality, Sales, Finance, Marketing, and Business Systems.
*Local SF Bay Area candidates will be asked to abide by a 3 day/week hybid onsite schedule. Remote candidates (outside of the SF Bay Area) are encouraged to apply. Remote candidates residing in Texas will be given high consideration.
What You'll Do:
- Including, but not limited to:
- Own hiring, onboarding, training, and ongoing development of Customer Support team members.
- Implement quality assurance standards and coach agents to maintain best-in-class service levels.
- Serve as an escalation point for complex customer issues, supporting agents with live questions and troubleshooting.
- Oversee daily support operations across phone, email, and live chat channels.
- Act as a direct support agent as needed, especially during peak times or to model best practices.
- Investigate and resolve customer complaints, including approving account adjustments and service accommodations.
- Maintain up-to-date knowledge of all Avive products and services to ensure accurate, confident support.
- Define, implement, and evolve customer support KPIs and SLAs across customer segments, severity levels, and channels
- Own enterprise SLA compliance, including response time, resolution time, and escalation commitments
- Lead incident response for high-severity issues, including cross-functional coordination and customer communication
- Partner with Product, Quality, and Engineering, to build troubleshooting guides, decision trees, and support workflows for technical issues.
- Partner with Finance, Business Systems, and Marketing to improve internal processes and ensure a smooth end to end customer experience.
- Partner with Product and Engineering to influence roadmap decisions based on support insights
- Update scripts, help center content, and internal documentation based on new learnings.
- Research and evaluate call center technologies to increase efficiency and enhance the customer experience.
- Design and own core Customer Support KPIs (e.g., first response time, resolution time, CSAT, backlog health, reopen rates, deflection)
- Set performance targets aligned to company growth stage and customer expectations
- Track team performance against service-level and productivity goals.
- Prepare and analyze call center metrics to optimize resource allocation and improve processes.
- Manage team schedules, forecast staffing needs, and ensure adequate queue coverage.
- Lead regular team meetings to review performance, share insights, and reinforce expectations.
- Support outbound follow-up as needed (e.g., onboarding reminders, unresolved tickets).
- Ensure operational tasks and back-office support duties are completed within required timeframes.
- Continuously look for opportunities to streamline workflow, automate repetitive tasks, and enhance customer experience.
Team Leadership & Coaching
Customer Support Operations
Service Levels & Enterprise Support
Process Development & Cross-Functional Collaboration
Performance Management & Reporting
Other Responsibilities
Required Skills & Experience:
- 5+ years of experience leading high-volume customer support or call center operations in fast-growing environments, with proven experience building and scaling Customer Support functions from early-stage or fragmented operations into structured, metrics-driven organizations.
- Strong knowledge of customer service and call center KPIs, QA processes, and support best practices.
- Hands-on experience with support systems such as Zendesk, Salesforce, Jira and/or NetSuite.
- Resourceful problem-solver who is calm under pressure, patient, and customer-obsessed.
- Curious, eager to learn new tools and technologies, and thrives in an environment where processes evolve quickly.
- Energized by Avive’s mission and excited to help deliver a best-in-class support experience that saves lives.
Bonus Points For:
- Experience working with a connected hardware + software platform is a plus
Equal Employment Opportunity
It is the policy of the company to provide equal employment opportunity to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, the company will provide reasonable accommodations for qualified individuals with disabilities.
NOTE: This Job Description in no way states or implies that these are the only duties or functions to be performed by the incumbent. Personnel are required to follow any other job-related instructions and to perform any other job-related duties/functions requested by their supervisor.
Anticipated Salary Range (DOE and location): $90,000 - $125,000
