Technical Support Ops Leader - Manager of Managers (Onsite)

Nextiva; Región Centro; Presencial; MXN 900.000 - 1.200.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Health insurance

Life Insurance

Personal days & vacation policy

13% matched savings fund

Descripción de la vacante

Nextiva, a global leader in AI-powered customer experience and team collaboration, seeks a Support Operations Manager to lead a large technical support organization onsite in Guadalajara. You will coach Supervisors, drive performance, and establish a strong operating cadence to deliver exceptional service while protecting revenue.

You will lead workforce planning, leverage data-driven insights, and drive improvements across CX, quality, and commercial outcomes in a fast-paced, onsite team

Formación

• 4+ years of people-leadership experience in service and commercial environments.
• 2+ years of experience leading a large customer support organization through Supervisors/managers.
• Experience leading technical support or a technology-focused customer support environment.
• Experience owning and delivering against a team revenue, retention, cross-sell, or similar target.
• Strong understanding of support operations metrics balancing customer experience and commercial performance.
• Advanced business English, with ability to present to stakeholders.

Responsabilidades

• Lead a large customer support organization through Supervisors, ensuring accountability for performance and outcomes.
• Coach Supervisors to strengthen performance management, coaching, decision-making, and team effectiveness.
• Own the performance of a technical support organization and ensure timely, high-quality service.
• Manage key metrics: CSAT, service levels, quality, AHT, attendance, and commercial results.
• Use data to identify recurring issues, performance gaps, and opportunities to improve CX.
• Lead revenue-related initiatives; identify cross-sell/upsell opportunities and collaborate with sales.
• Plan workforce and capacity; forecast staffing needs and build business cases for headcount.

Conocimientos

People leadership

Customer support operations

Data-driven decisions

AI/Automation familiarity

Communication

Herramientas

Salesforce

Descripción del empleo

Nextiva, a global leader in AI-powered customer experience and team collaboration, seeks a Support Operations Manager to lead a large technical support organization onsite in Guadalajara. You will coach Supervisors, drive performance, and establish a strong operating cadence to deliver exceptional service while protecting revenue.

You will lead workforce planning, leverage data-driven insights, and drive improvements across CX, quality, and commercial outcomes in a fast-paced, onsite team