Customer Support Manager

About the role

Aiva is seeking a proactive Customer Support Manager to lead its support operations for a fast‑growing SaaS platform. You will own the entire customer lifecycle, from onboarding and education to troubleshooting and ongoing engagement, ensuring customers across the United States and Canada achieve success with our product.

Key responsibilities

• Prioritize, manage and resolve inbound support requests via chat, email and phone.
• Create and maintain external knowledge‑base articles that enable self‑service.
• Develop internal documentation to streamline team workflows.
• Produce educational videos and screencasts for new features and updates.
• Monitor recurring pain points and collaborate with product and sales teams to implement sustainable solutions.

Required profile

• 3+ years of SaaS customer support experience in English‑speaking markets.
• Strong written English with a portfolio of documentation samples.
• Detail‑oriented, patient and able to stay professional in challenging situations.
• Entrepreneurial mindset with a drive to improve processes continuously.

Required skills

• Experience with help‑desk platforms such as Zendesk, Freshdesk or Help Scout.
• Familiarity with live‑chat tools like Intercom, Zopim, Olark or Live Chat.
• Ability to write technical documentation and knowledge‑base content.
• Experience creating tutorial videos and screencasts.
• Working knowledge of APIs and system integrations (e.g., Zapier).