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 Guadalajaraoffice (Calle Amado Nervo 2200,Jardínesdel Sol, 45050 Zapopan, Jal.)Working together onsite strengthens how weoperate, 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.

📌 Manager, Technical Support (Jalisco)
🏢 Nextiva
📍 Jalisco