Director of Technical Support Operations

Nextiva; Región Centro; On-site; MXN 1,000,000 - 1,800,000; Full time

Benefits offered by this job

Health insurance

13% matched savings fund

Growth opportunities

Job summary

Nextiva is seeking an experienced Contact Center / Technical Support Operations Manager to lead a high-volume technical support organization onsite at our Guadalajara office. You will own the operating rhythm, performance, and commercial results while developing leaders and coaching Supervisors to deliver excellent customer experiences.

You will balance CSAT, service levels, quality, and attendance with revenue objectives, using data to drive improvements and mentor leaders in a fast-paced

Qualifications

• 4+ years of people-leadership experience across customer support, customer care, technical support, retention, account management, sales, or related service and commercial environments.
• 2+ years directly leading multiple Supervisors, Managers, Team Leaders, or other people leaders, with accountability for a sizable frontline customer support organization.
• Experience leading a technical support or technology-focused customer support organization in which teams troubleshoot product, service, connectivity, software, hardware, or other technical customer issues.
• Demonstrated ownership of customer support KPIs such as CSAT, service level/SLA, quality, AHT, attendance/adherence, productivity, and related operational measures.
• Prior experience being personally accountable for a team-level commercial outcome such as revenue, retention, cross-sell, upsell, attach rate, expansion, or a comparable service-to-sales metric.
• Strong operational judgment and demonstrated ability to use data to identify root causes, prioritize actions, and drive measurable improvement.
• Demonstrated ability to coach and develop people leaders, set measurable expectations, address performance gaps, and hold leaders accountable for sustained improvement.
• Strong knowledge of quality assurance practices within a customer support environment.
• Advanced business English with the ability to lead meetings, coach employees, discuss complex operational issues, and present results and recommendations to US-based stakeholders.
• Hands-on experience using volume, productivity, staffing, scheduling, and/or service-level data to make workforce and capacity decisions.
• Experience using, or demonstrated ability to quickly adopt, AI-enabled tools, automation, analytics, or similar technology to improve support operations.

Responsibilities

• Lead a large support organization through multiple direct-report Supervisors, with accountability for the performance and development of their teams.
• Develop Supervisors into effective, performance-driven leaders, strengthening their ability to coach employees, deliver actionable feedback, address underperformance, navigate difficult conversations, and hold their teams accountable.
• Coach Supervisors through complex people-management situations, including employee conflicts, performance improvement plans, and disciplinary matters, exercising sound judgment and partnering with HR when appropriate.
• Establish clear expectations and a consistent operating cadence, balancing accountability with the autonomy Supervisors need to lead effectively.
• Maintain a visible and approachable presence, staying connected to employees, customer needs, and day-to-day performance.
• Build a customer-first culture grounded in measurable expectations and Nextiva's commitment to Amazing Service®.
• Lead Technical Support Performance
• Own the performance of a technical customer support organization, across CSAT, service levels, quality, AHT, attendance, and commercial results.
• Use operational data to identify recurring issues, performance gaps, and opportunities to improve customer experience.
• Partner with Supervisors to strengthen troubleshooting, escalation management, quality, and overall support effectiveness.
• Translate performance data into clear priorities and actions, and communicate results, risks, and recommendations to stakeholders.
• Lead operational changes that improve customer and employee experience.
• Adapt quickly to changing customer demand, staffing challenges, escalations, and business priorities, making timely decisions while maintaining service performance and team accountability.
• Drive Revenue Through Service
• Own commercial performance with defined revenue, retention, cross-sell, upsell, attach-rate, and expansion expectations.
• Coach Supervisors to build appropriate commercial behaviors into everyday customer interactions and reinforce clear expectations with their teams.
• Monitor participation and results, address performance gaps, and report commercial performance alongside customer experience and service metrics.
• Use customer and operational data to identify opportunities to improve commercial performance.
• Balance revenue opportunities with customer needs, service quality, and compliance, so commercial results never come at the expense of customer experience.
• Help implement and reinforce a sales-through-service approach within technical support, coaching Supervisors to build the behaviors and practices needed to identify and qualify appropriate revenue opportunities.
• Partner with relevant teams on revenue target setting, incentive design, pipeline visibility, and qualified expansion opportunities

Skills

People leadership

Team supervision

Technical support

KPIs management

Data-driven

Coaching

Quality assurance

English proficiency

AI adoption

Tools

Salesforce

Job description

Nextiva is seeking an experienced Contact Center / Technical Support Operations Manager to lead a high-volume technical support organization onsite at our Guadalajara office. You will own the operating rhythm, performance, and commercial results while developing leaders and coaching Supervisors to deliver excellent customer experiences.

You will balance CSAT, service levels, quality, and attendance with revenue objectives, using data to drive improvements and mentor leaders in a fast-paced