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

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