Onsite Technical Support Leader — Drive Revenue & People

Nextiva; Región Centro; On-site; MXN 1,200,000 - 1,800,000; Full time

Benefits offered by this job

Health insurance

13% matched savings fund

Christmas bonus

Job summary

Nextiva is hiring a Support Operations Manager to lead a large technical customer support organization onsite at Guadalajara, coordinating Supervisors, coaching leaders, and driving service excellence and commercial results.

You will own workforce planning, performance management, and collaboration with cross‑functional teams to balance customer experience with revenue growth in a fast-paced, on-site role.

Qualifications

• Experience leading large, multi‑team customer support or service organizations.
• Ability to translate performance data into action plans for leaders and teams.
• Strong collaboration with sales, service, and product teams to meet revenue and service goals.
• Advanced business English and excellent communication across stakeholders.

Responsibilities

• Lead a large customer support organization through Supervisors and managers.
• Coach Supervisors to improve performance management and team effectiveness.
• Maintain a consistent operating cadence and clear expectations across the org.
• Drive revenue by embedding cross-sell and upsell opportunities into service interactions.
• Forecast staffing, capacity planning, and resource requirements with data-driven insight.

Skills

People leadership

Operations management

Customer support

Data-driven decision making

AI-aware tools

Tools

Salesforce

Workforce planning tools

Job description

Nextiva is hiring a Support Operations Manager to lead a large technical customer support organization onsite at Guadalajara, coordinating Supervisors, coaching leaders, and driving service excellence and commercial results.

You will own workforce planning, performance management, and collaboration with cross‑functional teams to balance customer experience with revenue growth in a fast-paced, on-site role.