Technical Support Leader: Drive AI-Powered High-Impact Ops

Nextiva; Región Centro; On-site; MXN 900,000 - 1,300,000; Full time

Benefits offered by this job

Health insurance

Life Insurance

Personal days

Vacation days

Christmas bonus

Job summary

Nextiva is seeking a Technical Support Manager to lead a large onsite team at our Guadalajara office. You will oversee multiple supervisors, drive customer experience excellence, and align support operations with revenue goals in a fast-paced environment.

As a manager-of-managers, you will own the operating rhythm, coach leaders, and balance service quality with commercial results. This role requires strong leadership, strategic thinking, and hands-on commitment to Amazing Service.

Qualifications

• 4+ years of people-leadership experience across customer support or related service environments.
• 2+ years leading multiple Supervisors or team leaders with frontline accountability.
• Experience in high-volume customer support with KPI focus.
• Own customer support KPIs and drive data-driven improvements.
• Advanced business English and ability to lead meetings with US stakeholders.

Responsibilities

• Lead a sizable customer support organization through multiple Supervisors.
• Develop Supervisors into effective, performance-driven leaders.
• Coach Supervisors in complex people-management situations.
• Establish clear expectations and operating cadence.
• Build a customer-first culture grounded in measurable outcomes.
• Own performance metrics across CSAT, SLA, quality, and revenue-related goals.
• Translate data into priorities and actions for the team.

Skills

People leadership

Customer support

Operational judgment

Data-driven decisions

Coaching

Quality assurance

Advanced English

Salesforce or CRM

Tools

Salesforce

CRM platform

AI-enabled tools

Job description

Nextiva is seeking a Technical Support Manager to lead a large onsite team at our Guadalajara office. You will oversee multiple supervisors, drive customer experience excellence, and align support operations with revenue goals in a fast-paced environment.

As a manager-of-managers, you will own the operating rhythm, coach leaders, and balance service quality with commercial results. This role requires strong leadership, strategic thinking, and hands-on commitment to Amazing Service.