Customer Support Manager

Get AI-powered advice on this job and more exclusive features.

Avive Solutions, Inc. ( (Use the "Apply for this Job" box below). ) 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 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 build elegant, creative solutions to solve complex problems, ultimately giving all cardiac arrest victims rapid access to life‑saving defibrillation.

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. As a player‑coach you’ll support customers while recruiting, developing, and managing a high‑performing support team, ensuring we meet (and exceed) service SLAs and deliver an exceptional customer experience across every interaction.

• Own hiring, onboarding, training, and ongoing development of the Customer Support team.
• 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 troubleshooting.
• Oversee daily support operations across phone, email, and live chat channels.
• Act as a direct support agent when needed, especially during peak times or to model best practices.
• Investigate and resolve customer complaints, approving account adjustments and service accommodations.
• Maintain up‑to‑date knowledge of all Avive products and services.
• Define, implement, and evolve customer support KPIs and SLAs across customer segments, severity levels, and channels.
• Lead incident response for high‑severity issues, coordinating cross‑functionally and communicating with customers.
• Partner with Product, Quality, and Engineering to build troubleshooting guides, decision trees, and support workflows.
• Collaborate with Finance, Business Systems, and Marketing to improve internal processes and ensure a seamless 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).
• Track team performance against service‑level and productivity goals, preparing and analyzing call center metrics.
• 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).
• Continuously look for opportunities to streamline workflow, automate repetitive tasks, and enhance customer 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.
• 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 Net Suite.
• 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.

• Experience working with a connected hardware + software platform.

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…