Technical Support Operations Manager

📋 Description

• Lead a sizable customer support organization through multiple direct-report Supervisors
• Develop Supervisors into effective, performance-driven leaders
• Coach Supervisors through complex people-management situations
• Establish clear expectations and a consistent operating cadence
• Maintain a visible and approachable presence
• Build a customer-first culture grounded in measurable expectations and Nextiva's commitment to

🎯 Requirements

• 4+ years of people-leadership experience across customer support, customer care, technical support
• 2+ years directly leading multiple Supervisors, Managers, Team Leaders, or other people leaders
• Experience leading a technical support or technology-focused customer support organization in which
• Demonstrated ownership of customer support KPIs such as CSAT, service level/SLA, quality, AHT
• Prior experience being personally accountable for a team-level commercial outcome such as revenue
• Strong operational judgment and demonstrated ability to use data to identify root causes

🎁 Benefits

• Major Health insurance for you, your legal partner, and children under 25 years, including Vision
• Life Insurance (24 times your monthly salary)
• Work-Life Balance: Newly hired full-time employees receive 10 personal days before their first
• Financial Security: 30-day Christmas bonus, 50% vacation premium, company-matched food vouchers (1
• Wellness: Employee Assistance Program and comprehensive wellness initiatives
• Growth: Access to ongoing learning and development opportunities and career advancement