What You'll Do:
- 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 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.
Required Skills & Experience:
- 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.
Bonus Points For:
- Experience working with a connected hardware + software platform is a plus
Top Skills
What We Do
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.
Despite tackling a massive and complex public health issue, which has had the same dismal survival rate of 10% for decades, Avive does so with optimism and fervor. Fueled by the words and experiences of those whose lives have been impacted or lost to SCA, the Avive team has simply refused to accept the status quo, working relentlessly to move the needle on survival rates.
Rory Beyer, Moseley Andrews, and Sameer Jafri came together with a seemingly simple idea – that anyone can and should be able to positively impact the outcome of a Sudden Cardiac Arrest (SCA) rescue.
Drawn together by their complementary skills and background, they met at a conference focused on SCA prevention and quickly came to share a vision for the profound impact that a more effective solution could have on thousands of families every year.
With Rory and Moseley’s technical expertise and a novel AED concept they had developed at MIT, combined with Sameer’s experience in SCA prevention through his non-profit organization – Saving Hearts Foundation, the three co-founded Avive in 2017.
Our story is just beginning, and we hope you’ll come write it with us.
https://youtu.be/XUiwcB_9bzw
We are actively hiring, see how you can contribute at https://avive.life/careers/
Why Work With Us
If you'd like to learn more about what it’s like to work at Avive, visit https://avive.life/careers/
And check out our Glassdoor reviews at:
https://www.glassdoor.com/Overview/Working-at-Avive-Solutions-EI_IE8305608.11,26.htm
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