Technical Support 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 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