Customer Support Manager

About Avive:

Avive Solutions, Inc. ((Use the "Apply for this Job" box below).) 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.

Check out this short video that shows a glimpse of how our team is working to re‑think cardiac arrest response and save lives!

Learn more about working at Avive: /

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 hybrid onsite schedule. Remote candidates (outside of the SF Bay Area) are encouraged to apply. Remote candidates residing in Texas will be given high consideration.

Including, but not limited to:

• 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…