Manager, Technical Support

Location: Guadalajara, Mexico. Onsite at hirify.global’s Guadalajara office five days per week.

Company

hirify.global provides an AI-powered, conversation-centric platform combining customer experience and team collaboration for businesses worldwide.

What you will do

• Lead a large technical customer support organization through multiple Supervisors.
• Coach and develop Supervisors, establish operating routines, and maintain accountability for team performance and customer outcomes.
• Own support metrics including CSAT, service levels, quality, AHT, attendance, retention, cross-sell, upsell, and other commercial results.
• Use operational data to identify recurring issues, performance gaps, coaching opportunities, and customer experience improvements.
• Lead forecasting, staffing, scheduling, and capacity planning, including business cases for additional resources.
• Use AI-enabled tools, automation, reporting, and support data to improve resolution effectiveness, productivity, and decision-making.

Requirements

• 4+ years of people-leadership experience in customer support, customer care, technical support, retention, account management, sales, or related service and commercial environments.
• 2+ years leading a large customer support organization through multiple Supervisors, managers, or other people leaders.
• Experience leading technical support or a comparable technology-focused customer support environment.
• Experience owning and delivering against revenue, retention, cross-sell, upsell, attach-rate, or comparable commercial targets.
• Strong knowledge of support operations metrics, quality assurance, performance management, change leadership, and data-driven decision-making.
• Advanced business English and strong written and verbal communication skills for presenting performance, recommendations, and business cases.

Nice to have

• Experience in technical support, telecom, BPO/CX, enterprise software, or SaaS operations.
• Experience supporting B2B customers or technology products.
• Sales, account management, or sales leadership experience in a customer-facing organization.
• Hands-on workforce planning experience and familiarity with workforce-management, quality, reporting, or analytics tools.
• Familiarity with Salesforce or another customer relationship management platform, plus experience leading projects or operational changes.

Culture & Benefits

• Collaborative, customer-first, in-person work environment focused on meaningful business connections and Amazing Service.
• Health insurance for employees, legal partners, and children under 25, including vision and dental coverage.
• Life insurance, personal days, vacation time, Christmas bonus, vacation premium, food vouchers, and matched savings fund.
• Employee Assistance Program and wellness initiatives.
• Ongoing learning, development opportunities, and career advancement.