Hybrid Customer Support Manager

at Avive Solutions Inc.

• Job title: Customer Support Manager
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: $90,000 - $125,000 per year
• Degree requirement: Bachelor's Degree
• Location requirements: Hybrid, Brisbane, United States

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.