Technical Support Ops Leader - Build High-Impact Team

Nextiva

Región Centro

On-site

MXN 900,000 - 1,200,000

Full time

6 days ago

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Job summary

Nextiva is seeking an experienced Technical Support Operations Manager in Guadalajara to lead a large frontline support organization. You will oversee multiple Supervisors, ensure exceptional customer experience, and drive revenue-protecting initiatives while maintaining service quality and compliance.

You will own the operating rhythm, align performance data with strategic goals, and develop leaders who coach teams, manage escalations, and deliver measurable improvements across CSAT, SLA, and

Qualifications

Experience leading large, multi-leader teams in a technical support or CX environment.
Strong track record of driving CSAT, SLA, quality, and revenue-related metrics.
Proven ability to coach and develop frontline leaders and managers.

Responsibilities

Lead a large customer support organization through multiple Supervisors; drive performance.
Own the operating rhythm, ensure service levels, quality, and attendance are met.
Balance commercial results with customer experience and compliance.
Use data to identify issues, set priorities, and execute improvements with leaders.
Develop leaders, coach through complex people-management situations, and maintain visibility.

Skills

People leadership

Lead Supervisors

Technical support

Data-driven

Commercial outcomes

Operational judgment

Coaching leaders

Quality assurance

Advanced English

AI/tools adoption

Tools

Salesforce

Job description

You will own the operating rhythm, align performance data with strategic goals, and develop leaders who coach teams, manage escalations, and deliver measurable improvements across CSAT, SLA, and

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