Manager, Customer Care Reception

Manager, Customer Care Reception

Department: Customer Care

Employment Type: Full Time

Location: Austin

Reporting To: Director, Customer Care

Brivo Inc. is the global leader in cloud video surveillance, delivering cyber-secure, cloud-based video with artificial intelligence (AI) and analytics to make businesses more efficient and the world a safer place. The Brivo, Inc. VMS (video management system) is the only platform robust and flexible enough to power the future of video surveillance and intelligence. Brivo Inc. is based in Austin, Texas, with offices in Amsterdam, Bangalore, and Tokyo.

Brivo Inc. is a dynamic, fast-moving company. We value the benefits of face-to-face collaboration, and we believe it is more enjoyable and productive. The synergy of in-office interaction is critical to our culture and your presence is essential for Brivo Inc.'s’ success. Learn more at

Brivo, Inc. is seeking a Manager, Customer Care for our Austin, Texas headquarters. This leadership role is responsible for overseeing and managing the Customer Care team, ensuring high-quality service and operational efficiency. You will lead efforts to drive KPIs, manage escalations, and foster strong relationships across Sales, Support, Supply Chain, and other internal departments.

• Oversee the Customer Care team ensuring all calls, emails and chats are answered quickly giving a high-quality customer service
• Manage customer escalation issues, working to resolve them positively and proactively.
• Coordinate departmental scheduling and manage special projects as needed.
• Develop, publish, and maintain the Customer Care Training Program and Expectations.
• Coordinate interdepartmental and inter-regional training.
• Communicate directly with other internal stakeholders to identify and resolve bottlenecks.
• Track key performance indicators and report on team performance.

• 3+ years of experience in customer care or a related field (previous supervisory or management experience preferred).
• Strong leadership and team management skills, with the ability to foster a collaborative environment.
• Proven experience in computer applications (GSuite, MS Office) and ticket management platforms (Zoho, Salesforce).
• Excellent written and oral communication skills.
• Ability to solve complex problems, manage escalations, and make data-driven decisions.
• Customer-obsessed mindset with a focus on delivering high-quality customer experiences.
• Experience with Brivo-specific product knowledge is a plus.

Brivo is a Great Place to Work-Certified™ company and the global leader in cloud-based access control and video surveillance. Following our merger with Eagle Eye Networks, we are building the only platform powerful enough to support the future of AI-driven security.

Innovation drives our vibe, but purpose drives our mission. You will work on essential systems that protect the health, safety, and welfare of people and property worldwide. At Brivo, your voice is heard, your talent is respected, and your contributions have a global impact.

• The Brivo
  
  Experience:
  
  We thrive on in-person collaboration and a "one-team" atmosphere. We embrace our international presence, leveraging diverse ideas and backgrounds to improve our culture and our products. To keep our global teams connected and inspired, we provide a premium onsite experience featuring communal meals, recurring social events, and fully stocked work spaces—ensuring you have everything you need to stay focused while building the future of security.
• Total Rewards:
  We support our people with competitive medical, vision, and dental plans (including company-offset premiums), a 401k with company match, and an unlimited Paid Time Off (PTO) policy that empowers you to take the time you need to maintain a healthy work-life balance.

Individual compensation packages are based on job-related skills, experience, qualifications, work location, training, and market conditions. In addition, Brivonians enjoy a robust benefits and perks package tailored to their work location.

Brivo and Eagle Eye…