**Join a fast-growing technology company at the forefront of digital signage innovation!**
**About Us**
We operate and manage large-scale digital screen networks across distributed retail environments. Our Visual Engagement Operations (VEO) model integrates connectivity, content management, monitoring, and field support into a single system, enabling reliable performance at scale.
We are looking for an Operations & Customer Support Supervisor to coordinate daily operations, improve response times, and ensure a high level of service across hundreds of deployed devices.
**Job Title: Operations and Customer Service Supervisor**:
**Role Overview**
This role acts as the central coordination point between monitoring systems, field technicians, and customer stakeholders. You will oversee support workflows, prioritize incidents, and ensure timely resolution of issues while maintaining clear communication with internal teams and clients.
This is a fast-paced, operations-driven role requiring strong organization, decision-making, and customer service skills.
**Key Responsibilities**:
**Operations Coordination**
- Monitor system alerts and support queues (Zendesk, monitoring tools)
- Triage and prioritize incoming issues based on severity and impact
- Coordinate and dispatch field technicians when required.
- Track issue resolution from detection to closure
**Customer Support**
- Serve as primary point of contact for support-related communications
- Provide timely updates to clients on issue status and resolution
- Ensure high-quality customer experience across all interactions
**Workflow Management**
- Manage ticket lifecycle (creation, assignment, escalation, closure)




- Identify bottlenecks and improve operational processes
- Maintain organized records of incidents and resolutions
**Performance & SLA Management**
- Track response times, resolution times, and system uptime
- Help define and enforce internal SLAs
- Generate reports on system performance and support metrics
**Cross-Functional Coordination**
- Work closely with technical team for diagnostics and fixes
- Align with field technicians for on-site interventions
- Support integration of new tools and automation workflows
**Qualifications**
**Required**
- 3-5 years experience in operations, customer support, or service coordination
- Strong organizational and multitasking skills
- Excellent communication skills (written and verbal)
- ENGLISH is a must for this role. Conversational and written.
- Experience managing tickets/support systems (e.g., Zendesk or similar)
- Ability to prioritize and make decisions under pressure
- Customer-first mindset
**Preferred**
- Experience in AV, digital signage, IoT, telecom, or field service operations
- Familiarity with monitoring systems or network/device environments
- Experience coordinating field technicians or service teams
- Strong technical understanding (connectivity, devices, troubleshooting)
- Strong leadership and coordination skills,



including managing third-party technicians.
- Ability to analyze operational data and make performance-based decisions.
- Familiarity with AV technologies or digital signage systems is a plus.
- Intermediate to advanced proficiency in productivity tools (Excel, ticketing platforms, CRM, etc.).
- Strong communication skills and a customer-focused mindset.
- Valid Drivers license. Valid US visa. Own vehicle.
**Key Traits for Success**
- Highly organized and process-driven
- Calm under pressure and solution-oriented
- Strong sense of ownership and accountability
- Proactive and detail-oriented
- Able to bridge technical teams and customer needs
**What Success Looks Like**
- Faster response and resolution times
- Reduced operational bottlenecks
- Improved customer satisfaction
- Clear visibility into system performance and issues
- Scalable, repeatable support processes
**Equal Opportunity Statement**:
We are committed to creating a diverse and inclusive workplace. All qualified applicants will receive consideration for employment without regard to age, race, gender, religion, disability, sexual orientation, or any other status protected by applicable law.
Pay: From $23,500.00 per month
**Education**:
- Bachelor's (required)
**Experience**:
- IT: 3 years (required)
- Networking: 2 years (required)
- Project management: 1 year (preferred)
- AV installation: 2 years (required)
- Field IT operations: 2 years (required)
**Language**:
- English (required)
License/Certification:
- Drivers license (required)
- USA Visa (required)
- driver license (required)
Work Location: In person

📌 Operations & Customer Support Supervisor (Digital Systems) (Estado de México)
🏢 Hivision Led
📍 Estado de México