Customer Support Manager

Customer Support Manager

Avive Solutions, Inc. is a growth stage Automated External Defibrillator (AED) company with a connected response system that is rapidly gaining market share. We are a mission driven team that is quite literally saving lives. Sudden Cardiac Arrest (SCA) is a leading cause of death in the United States, and we are on a mission to change that! We are a dynamic organization that builds elegant, creative solutions to solve complex problems. Ultimately, our mission is for all cardiac arrest victims to have rapid access to life-saving defibrillation.

Avive is taking a fresh approach to addressing this decades-old problem by innovating AED technology, coupled with a first-of-its-kind software platform solution to enable a quicker and more streamlined response to SCA emergencies. We believe that this unique combination of deploying advanced yet still accessible hardware, and software, has the potential to revolutionize out-of-hospital cardiac arrest response and massively impact SCA survival rates.

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.

• 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.

What You'll Do :

Including, but not limited to :

Required Skills & Experience :

Bonus Points For :

Equal Employment Opportunity

It is the policy of the company to provide equal employment opportunity to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and / or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, the company will provide reasonable accommodations for qualified individuals with disabilities.

NOTE : This Job Description in no way states or implies that these are the only duties or functions to be performed by the incumbent. Personnel are required to follow any other job-related instructions and to perform any other job-related duties / functions requested by their supervisor.

Anticipated Salary Range (DOE and location) : $90,000 - $125,000