Customer Service Representative at Carrier supporting clients via phone and electronic communication. Resolving inquiries effectively, facilitating product shipments, and ensuring customer satisfaction.
About the role
- Customer Support Manager leading and elevating call center operations for AED technology company. Ensuring exceptional customer experience and operational efficiency while managing a high-performing support team.
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).
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.
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