Technical Support Operations Manager

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 and approachable presence, staying connected to employees, customer needs, and day-to-day performance.
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, and recommendations to stakeholders.
Lead operational changes that improve customer and employee experience.
Adapt quickly to changing customer demand, staffing challenges, escalations, and business priorities, making timely decisions while maintaining service performance and team accountability.
Drive Revenue Through Service
This is not a traditional sales leadership role. Commercial success comes from helping support teams recognize appropriate opportunities to protect or expand customer relationships while maintaining customer trust and service quality.
Own commercial performance with defined revenue, retention, cross-sell, upsell, attach-rate, and expansion expectations.
Coach Supervisors to build appropriate commercial behaviors into everyday customer interactions and reinforce clear expectations with their teams.
Monitor participation and results, address performance gaps, and report commercial performance alongside customer experience and service metrics.
Use customer and operational data to identify opportunities to improve commercial performance.
Balance revenue opportunities with customer needs, service quality, and compliance, so commercial results never come at the expense of customer experience.
Help implement and reinforce a sales-through-service approach within technical support, coaching Supervisors to build the behaviors and practices needed to identify and qualify appropriate revenue opportunities.
Partner with relevant teams on revenue target setting, incentive design, pipeline visibility, and qualified expansion opportunities
Workforce and Capacity Planning
Take an active role in forecasting, staffing, scheduling, and capacity planning.
Use volume trends, historical performance, staffing data, and operational requirements to anticipate capacity needs.
Balance customer demand, service expectations, employee capacity, and cost when making workforce decisions.
Build data-supported business cases and staffing recommendations as needs change.
Use Technology and AI to Improve Support
Use AI-powered insights, automation, reporting, and support data to identify trends, surface coaching opportunities, and improve operational decision-making.
Identify opportunities for technology and AI to improve resolution effectiveness, productivity, and customer experience.
Apply judgment when evaluating AI-generated recommendations, quality insights, and performance signals.
Help Supervisors and their teams adopt new tools and ways of working that improve efficiency while maintaining a strong human connection with customers.
About You
Required Qualifications
4+ years of people-leadership experience across customer support, customer care, technical support, retention, account management, sales, or related service and commercial environments.
2+ years directly leading multiple Supervisors, Managers, Team Leaders, or other people leaders, with accountability for a sizable frontline customer support organization. This role requires true manager-of-managers experience rather than solely direct leadership of individual contributors or shared/indirect oversight of a larger organization.
Experience leading a technical support or technology-focused customer support organization in which teams troubleshoot product, service, connectivity, software, hardware, or other technical customer issues.
Demonstrated ownership of customer support KPIs such as CSAT, service level/SLA, quality, AHT, attendance/adherence, productivity, and related operational measures, with the ability to diagnose performance drivers and take corrective action
Prior experience being personally accountable for a team-level commercial outcome such as revenue, retention, cross-sell, upsell, attach rate, expansion, or a comparable service-to-sales metric.
Strong operational judgment and demonstrated ability to use data to identify root causes, prioritize actions, and drive measurable improvement.
Demonstrated ability to coach and develop people leaders, set measurable expectations, address performance gaps, and hold leaders accountable for sustained improvement.
Strong knowledge of quality assurance practices within a customer support environment.
Advanced business English with the ability to lead meetings, coach employees, discuss complex operational issues, and present results and recommendations to US-based stakeholders.
Hands-on experience using volume, productivity, staffing, scheduling, and/or service-level data to make workforce and capacity decisions.
Experience using, or demonstrated ability to quickly adopt, AI-enabled tools, automation, analytics, or similar technology to improve support operations.
Preferred Qualifications
Experience in telecom, BPO/CX, enterprise software, or SaaS operations.
Experience supporting B2B customers or technology products.
Prior experience in a sales, account management, or sales leadership role, within a customer-facing or service organization.
Familiarity with Salesforce or another CRM platform.
Experience with workforce management, quality, reporting, or analyt