Aquatic Tech Support Lead for Customer Excellence

VIVOAQUATICS INC; Las Vegas (NV); On-site; USD 80,000 - 100,000; Full time

Job summary

VIVOAQUATICS INC in the United States seeks an Aquatic Technical Support Manager to lead the technical support team, manage case workflows, and deliver rapid, accurate service to internal and external customers.

You will partner with Product, Sales, and Engineering to translate feedback into product direction, develop training programs, maintain a knowledge base with visuals, and drive continuous improvement in support operations.

Qualifications

• Experience as a Customer Support Specialist I or similar customer service role.
• 5+ years of commercial aquatics experience with in-field equipment troubleshooting and diagnosis.
• Must obtain CPO license within first 90 days in position.
• 3+ years of management experience.
• Experience with help desk software and remote support tools preferred.

Responsibilities

• Lead and develop a customer-focused technical support team across skill levels.
• Define KPIs and monitor performance to drive timely feedback and improvement.
• Maintain a knowledge base for equipment troubleshooting with clear documentation and visuals.
• Collaborate with Product Management and Engineering to implement tools that enable world-class support.
• Launch and analyze customer surveys to identify opportunities to improve the experience.
• Oversee policies and processes for Support systems and cross-functional collaboration.

Skills

Leadership

CRM systems

Customer service

Aquatics experience

Problem solving

Analytical skills

Communication

Team management

Education

CPO certification

Tools

NetSuite

Help desk software

Remote support tools

Job description

VIVOAQUATICS INC in the United States seeks an Aquatic Technical Support Manager to lead the technical support team, manage case workflows, and deliver rapid, accurate service to internal and external customers.

You will partner with Product, Sales, and Engineering to translate feedback into product direction, develop training programs, maintain a knowledge base with visuals, and drive continuous improvement in support operations.