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Avive Solutions Inc. · 4 hours ago

Customer Support Manager

Brisbane, CA

Full-time

Hybrid

Mid, Senior Level

$90K/yr - $125K/yr

5+ years exp

Avive Solutions Inc. is a growth stage Automated External Defibrillator (AED) company focused on saving lives through innovative technology. The Customer Support Manager will lead inbound call center operations, enhance customer support processes, and ensure exceptional service delivery while managing a high-performing team.

Health CareMedical DeviceWellness

Responsibilities

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

Qualification

Customer support managementCall center operationsKPI developmentZendeskSalesforceJiraNetSuiteCustomer obsessionProblem-solvingTeam leadershipAdaptability

Required

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