Manager, Customer Support

Job Description

Job Description

Manager, Customer Support

Full-time | Remote - US | Reports to VP of CX | Travel: Periodic travel as needed

About LIV

LIV is a leading innovator in fire safety and compliance software solutions. Our flagship Inspection, Testing, and Maintenance (ITM) platform empowers fire departments, businesses, and third-party inspectors across the United States to streamline fire safety compliance. By offering real-time tracking, automation, and collaborative tools, LIV simplifies risk assessments, inspection reporting, and regulatory compliance management. Our mission is to enhance safety, reduce fire-related risks, and provide a seamless, technology-driven approach to protecting lives and properties. With a commitment to excellence, LIV is focused on transforming how AHJs manage fire safety standards nationwide. To learn more about LIV, visit livsafe.com

Description of Role

The Manager of Customer Support is a hands-on management role responsible for elevating LIV’s support experience, service levels, and automation, while also being responsible for people management, reporting, operational insights, software tools, and AI initiatives that scale with LIV’s rapid growth.

Key Responsibilities

• Manage, develop, and lead a lean, high-performing Customer Support team.

• Coaching team members through their growth and development

• Oversee daily support operations, ensuring timely, accurate, and empathetic responses across all channels.

• Serve as a “player-coach”, handling some customer issues and becoming a product expert in the LIV platform

• Develop and maintain reporting on support operations and outcomes that provide visibility into customer trends, support volume, product signals, and operational KPIs.

• Improve the customer experience through setting and achieving targets for CSAT, first response time, resolution time, and one-touch resolution.

• Help drive LIV’s AI and automation strategy within Customer Support, including AI-powered self-service and agent-assisted service. Own the management, configuration, and ongoing optimization of Intercom/Fin.

• Partner with Customer Success, Product, and Engineering to streamline escalations and improve customer outcomes.

• Work closely with Customer Success to ensure seamless handoffs, aligned messaging, and shared customer insights.

• Partner with Product to surface customer feedback, identify product gaps, and influence roadmap priorities.

• Support Marketing and Customer Experience (CX) teams on customer communications, proactive outreach, and education initiatives.

• Collaborate with Customer Education to continuously refresh the knowledge base, ensuring help articles and self-serve content stay accurate and comprehensive.

Skills, Experience & Qualifications

• 5+ years of experience in SaaS Customer Support is required. Experience managing a support team is highly valued

• Deep experience and expertise with modern customer support SaaS products (such as Zendesk, Intercom/Fin, etc.) is required

• Demonstrable experience using and administering Intercom/Fin is - including workflows, macros, tags, attributes, AI self-service, and reporting, is highly valued

• Strong operational mindset with experience building reporting frameworks and executive-level dashboards

• Excellent communication skills with the ability to effectively engage with executives and frontline teams across the company

• Excellent written, verbal, presentation and interpersonal skills

• Proficiency with work productivity applications including Google Workspace applications, CRM applications (ideally Salesforce), and other software tools

• Ability and willingness to travel periodically for team meetings and events, customer meetings, and other events or conferences

• Interest and desire to work at a fast-growing software company with the mission of helping fire departments protect life and property, reduce fire-related risks, and improve community safety

Compensation & Benefits

• Full-time remote position with flexible work arrangements.

• Competitive compensation with comprehensive benefits, including healthcare, 401(k) plan, and generous PTO.

• Professional growth and development opportunities.

• Opportunity to make a measurable impact in protecting communities and improving public safety nationwide.

LIV is proud to be an equal opportunity employer. We welcome applicants of all backgrounds and are committed to building a diverse, inclusive team where everyone can do their best work. We do not discriminate on the basis of race, color, religion, gender identity, sexual orientation, national origin, age, disability, veteran status, or any other protected characteristic.