Customer Support Manager

Avive•Brisbane, CA

1d•$90,000 - $125,000•Hybrid

About The Position

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, youâll 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. Local SF Bay Area candidates will be asked to abide by a 3 day/week hybid onsite schedule. Remote candidates (outside of the SF Bay Area) are encouraged to apply. Remote candidates residing in Texas will be given high consideration.

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 Aviveâs mission and excited to help deliver a best-in-class support experience that saves lives.

Nice To Haves

Experience working with a connected hardware + software platform is a plus

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).
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.