Technical Support Operations Manager (AI)

Location: Onsite in Guadalajara, Mexico, five days per week, based at the hirify.global Guadalajara office.

Company

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

What you will do

• Lead a large technical customer support organization through multiple Supervisors and develop them into accountable, performance-driven leaders.
• Own support performance across CSAT, service levels, quality, AHT, attendance, productivity, and related operational KPIs.
• Use operational data to identify root causes, improve customer experience, and lead measurable operational changes.
• Drive revenue, retention, cross-sell, upsell, attach-rate, and expansion outcomes through appropriate sales-through-service practices.
• Lead forecasting, staffing, scheduling, workforce planning, and capacity decisions using volume, productivity, and service-level data.
• Apply AI-powered insights, automation, reporting, and support technology to improve resolution effectiveness and operational decision-making.

Requirements

• 4+ years of people-leadership experience in customer support, customer care, technical support, retention, account management, sales, or a related service environment.
• 2+ years of directly leading multiple Supervisors, Managers, Team Leaders, or other people leaders in a sizable frontline support organization.
• Experience leading a technical support or technology-focused customer support organization and owning operational KPIs such as CSAT, SLA, quality, AHT, attendance, and productivity.
• Personal accountability for a team-level commercial outcome such as revenue, retention, cross-sell, upsell, attach rate, or expansion.
• Strong operational judgment, data analysis, quality assurance knowledge, and experience coaching and developing people leaders.
• Advanced business English required for leading meetings, coaching employees, discussing operational issues, and presenting to US-based stakeholders.

Nice to have

• Experience in telecom, BPO/CX, enterprise software, or SaaS operations.
• Experience supporting B2B customers or technology products.
• Experience in sales, account management, or sales leadership within a customer-facing organization.
• Familiarity with Salesforce, workforce management, quality, reporting, or analytics tools.
• Experience leading projects or implementing operational changes with international stakeholders.

Culture & Benefits

• Customer-first culture focused on service quality, measurable results, collaboration, and continuous improvement.
• Health, vision, and dental insurance for employees and eligible family members.
• Life insurance, vacation time, personal days, vacation premium, food vouchers, and a matched savings fund.
• Employee assistance, wellness initiatives, ongoing learning, and career development opportunities.