Technical Support Operations Manager
Nextiva INC · 🌍 Guadalajara, Onsite
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Sponsor Radar — Nextiva INC
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About the role
Redefine the future of customer experiences. One conversation at a time. At Nextiva, we’re reimagining how businesses connect, bringing together customer experience and team collaboration on a single, conversation centric platform. Powered by AI, driven by human innovation. Our culture is forward thinking, customer obsessed and built on the belief that meaningful connections drive better business outcomes. Whether it’s through our signature Amazing Service®, the technology we create, or the experiences we cultivate, connection is at the core of who we are. If you’re ready to collaborate with incredible people, make an impact, and help businesses everywhere deliver truly amazing experiences, this is where you belong. Location: This is an onsite role based at Nextiva’s Guadalajara office (Calle Amado Nervo 2200, Jardínes del Sol, 45050 Zapopan, Jal.) Working together onsite strengthens how we operate, enabling faster decisions, clearer communication, and stronger execution, so you can make a greater impact and move work forward with speed and clarity. In-Office Expectation: This role is expected to work onsite five days per week, supporting a highly collaborative, in-person team environment. As a Technical Support Operations Manager, you’ll lead a large technical customer support organization through multiple Supervisors , ensuring customers receive exceptional support while creating opportunities to grow and protect revenue. This is a true manager-of-managers role with accountability for the broader frontline organization rather than primarily managing individual contributors. You'll own the operating rhythm of a high-volume support environment, balancing customer experience, technical support performance, workforce capacity, quality, attendance, and commercial results. You’ll use operational data to identify root causes, make decisions, and drive measurable improvement through your leadership team. We're looking for an experienced support operator who can develop strong leaders, stay close to frontline performance, and combine technical support expertise with strong operational and commercial judgment. What You’ll Do Lead and Develop Leaders • Lead a sizable customer 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, hands-on leadership presence, building relationships with frontline employees and supporting Supervisors in addressing performance concerns promptly and effectively. • 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,