Technical Support Manager

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 Support Operations Manager at Nextiva, you’ll lead a large technical customer support organization through Supervisors, ensuring customers receive exceptional support while creating opportunities to grow and protect revenue. 

This is a manager-of-managers role for someone who knows how to lead a high-volume support operation. You’ll coach and develop Supervisors, establish a strong daily operating cadence, and create accountability across customer experience, technical support, service performance, quality, attendance, and commercial results. 

You’ll also take an active role in workforce and capacity planning. That means understanding demand, anticipating staffing needs, using operational data to make decisions, and building a clear business case when additional resources are needed. 

Success in this role requires someone who can bring together strong people leadership, technical-support operations, and a commercial mindset. You’ll need to be equally comfortable developing leaders, staying connected to frontline operations, reviewing performance data, solving customer and technical-support challenges, and driving revenue opportunities through service. 

What You’ll Do 

Lead and Develop Leaders 

• Lead a large customer support organization through Supervisors, creating clear accountability for team performance and customer outcomes. 

• Coach and develop Supervisors as leaders, helping them strengthen performance management, coaching, decision-making, and team effectiveness. 

• Establish clear expectations and a consistent operating cadence across the organization. 

• Hold Supervisors accountable for the performance and development of their teams while giving them the support and autonomy to lead effectively. 

• Maintain a visible and approachable presence with the team, staying close to employees, customer needs, and day-to-day performance. 

• Recognize strong performance and address performance or conduct concerns constructively and consistently. 

• Build a customer-first culture grounded in clear, measurable expectations and Nextiva’s commitment to Amazing Service®. 

Lead Technical Support Performance 

• Own the performance of a technical customer support organization, ensuring customers receive timely, effective, and high-quality support. 

• Manage key support measures, including CSAT, service levels, quality, AHT, attendance, and commercial results. 

• Use support and 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 for Supervisors and their teams. 

• Lead regular performance reviews and communicate results, risks, and recommended actions to stakeholders. 

• Support projects and operational changes that improve customer and employee experience. 

Drive Revenue Through Service 

• Own commercial performance within the support organization, including defined revenue, cross-sell, upsell, retention, attach-rate, and expansion expectations, with a focus on identifying and passing qualified expansion opportunities to the appropriate sales teams. 

• Coach Supervisors to build appropriate sales and revenue behaviors into everyday customer interactions. 

• Establish clear pitch expectations and ensure Supervisors reinforce them consistently with their teams. 

• Monitor participation and performance at the team and individual level and address gaps when expectations are not met. 

• Report revenue performance alongside customer experience and service metrics, creating accountability for both. 

• Identify opportunities to improve commercial performance using customer, operational, and performance data. 

• Balance revenue opportunities with customer needs, service quality, and compliance, so commercial results never come at the expense of the customer experience. 

• Partner with relevant teams on revenue target setting, incentive design, and visibility into pipeline and commercial performance 

Workforce and Capacity Planning 

• Take an active role in forecasting, staffing, scheduling, and capacity planning rather than relying entirely on a dedicated workforce management function. 

• Use historical performance, volume trends, staffing data, and operational requirements to anticipate capacity needs. 

• Balance customer demand, service expectations, employee capacity, and cost when making workforce decisions. 

• Build clear, data-supported business cases when additional headcount or capacity is required. 

• Make timely staffing and scheduling recommendations as demand changes. 

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. 

• Look for opportunities to use technology and AI to help support teams resolve customer issues more effectively and efficiently. 

• Understand where AI can improve team productivity and customer experience while recognizing where human judgment and leadership remain essential. 

• Evaluate AI-generated recommendations, summaries, quality insights, and performance signals before translating them into actions for the team. 

• 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 a combination of customer support, customer care, technical support, retention, account management, sales, or related service and commercial environments. 

• 2+ years of experience leading a large customer support organization through multiple Supervisors, managers, or other people leaders. 

• Experience leading technical support or a comparable technology-focused customer support environment. 

• Experience owning and delivering against a team revenue, retention, cross-sell, upsell, attach-rate, or comparable commercial target. 

• Strong understanding of support operations metrics and the ability to balance customer experience, quality, efficiency, attendance, and commercial performance. 

• Strong knowledge of quality assurance practices within a customer support environment. 

• Advanced business English, including the ability to present performance, recommendations, and business cases to stakeholders. 

• Strong written and verbal communication skills with the ability to communicate clearly across teams and levels. 

• Experience using operational data to diagnose problems, make decisions, and drive measurable improvements. 

• Demonstrated ability to coach leaders, create accountability, manage performance, and lead change through others. 

• Comfortable working with AI-enabled tools, automation, and data-driven insights to improve customer support and team performance. 

Preferred Qualifications 

• Experience in technical support, 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, particularly within a customer-facing or service organization. 

• Hands-on experience with workforce planning, including forecasting, staffing, capacity planning, scheduling, or building staffing recommendations from operational data. 

• Familiarity with Salesforce or another customer relationship management platform. 

• Experience with workforce-management, quality, reporting, or analytics tools. 

• Experience leading projects or implementing operational changes. 

• Experience working with U.S.-based or other international stakeholders. 

What Success Looks Like 

You build a high-performing technical support organization by developing strong leaders beneath you. Your Supervisors know what is expected of them, own the performance of their teams, and have the coaching and support they need to succeed. 

Customers receive consistent, high-quality technical support, and you use data, trends, and frontline insights to continually improve how the organization operates. 

You also create a team that understands that great service and commercial performance can work together. When there is a relevant opportunity to grow or protect revenue, the team knows how to recognize it and act on it without compromising customer trust or service quality. 

Most importantly, you lead the organization rather than simply reacting to it. You understand what is happening today, anticipate what the team will need next, and turn that understanding into clear actions for your Supervisors and their teams. 

Nextiva DNA (Core Competencies)

Nextiva’s most successful team members share common traits and behaviors:

• Drives Results: Action-oriented problem solvers who quickly bring clarity and simplicity to ambiguity, challenge the status quo, and lead meaningful change; celebrating wins to fuel momentum. They act swiftly and pragmatically, learning and improving as they go.
• Critical Thinker: Data-driven, forward-thinking individuals who identify key drivers, anticipate risks, and deliver clear recommendations. They confidently leverage AI and automation to reduce friction, improve decision-making, and focus on higher-value work.
• Right Attitude: Collaborative, competitive, and resilient team players who jump in to solve tough problems, learn from setbacks, and foster a culture of service, respect, and care for customers and teammates.

Total Rewards

Our Total Rewards offerings are designed to allow Nexties to take care of themselves and their families so they can be their best, in and out of the office.

Our compensation packages are tailored to each role and candidate's qualifications. We consider a wide range of factors, including skills, experience, training, and certifications, when determining compensation. We aim to offer competitive salaries or wages that reflect the value you bring to our team. Depending on the position, compensation may include base salary, hourly wages, incentives, or bonuses.

• Health 🍏- Major Health insurance for you, your legal partner, and children under 25 years, including Vision and Dental coverage
• Insurance 💼- Life Insurance (24 times your monthly salary)
• Work-Life Balance ⚖️ - Newly hired full-time employees at Nextiva receive 10 personal days before their first anniversary, 12 vacation days on their first anniversary, and 5 personal days annually thereafter in addition to vacation time
• Financial Security 💰- Enjoy a 30-day Christmas bonus, 50% vacation premium, company-matched food vouchers (1 UMA/month), and a 13% matched savings fund (capped at 1.3x annual UMA)
• Wellness 🤸‍- Employee Assistance Program and comprehensive wellness initiatives
• Growth 🌱- Access to ongoing learning and development opportunities and career advancement

At Nextiva, we're committed to supporting our employees' health, well-being, and professional growth. Join us and build a rewarding career!

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