Avive Solutions Inc.

Customer Support Manager

Avive Solutions Inc.

full-time

Posted on:

Location Type: Hybrid

Location: Brisbane • California • 🇺🇸 United States

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Salary

💰 $90,000 - $125,000 per year

Job Level

Mid-LevelSenior

About the role

  • 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).

Requirements

  • 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.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
customer supportcall center operationsquality assuranceKPI developmentSLA complianceincident responseperformance analysisresource allocationprocess optimizationtroubleshooting
Soft skills
problem-solvingcalm under pressurepatiencecustomer obsessioncuriosityeagerness to learnadaptabilityleadershipcommunicationteam management