A bilingual support operations leader who has personally run a live, SLA-bound customer or technical support environment in Latin America.

Typically 7–12+ years in support or service operations, including at least 2–5 years leading frontline teams, team leaders, or supervisors across more than one country or site.

Owned queues, backlog, escalations, staffing coverage, customer communication, case quality, and weekly operational reporting.

Teams in Mexico and/or Brazil, ideally with cross-border responsibility and exposure to a 24x7 or follow-the-sun environment.

Can inspect a queue, identify poor ticket hygiene or stalled work, challenge the data, and translate trends into specific actions for supervisors and agents.

Visible, hands-on, calm during escalations, consistent on accountability, and credible with frontline employees and senior leaders.

Professional fluency in English and Spanish is mandatory. Portuguese is a major differentiator because of the Brazil team.

Based in LATAM and able to work effectively across Mexico and Brazil time zones, with travel as business needs require.

📌 Manager, Support Operations (Naucalpan de Juárez)
🏢 Adecco
📍 Naucalpan de Juárez