Customer Support Manager, Avive Solutions

• 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

Desirable

• 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
• This role is a critical part of our Customer Success organization. As a player-coach, you’ll actively support customers while recruiting, developing, and managing a high-performing support team.
• You will ensure we meet (and exceed) service SLAs, improve operational efficiency, and deliver an exceptional customer experience across every interaction
• We need someone who thrives in a fast-growing environment, rolls up their sleeves, and can build scalable processes from the ground up.
• This is a highly cross-functional role that works closely with Engineering, Product, Quality, Sales, Finance, Marketing, and Business Systems
• 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
• Process Development & Cross-Functional Collaboration
• 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