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Staff Technical Support Manager, Enterprise

54 minutes ago
Anywhere
Full-time
Lead
Operations Manager
Customer and Technical Support
CRM JIRA
Apply Now
Mozilla

Mozilla

Mozilla, the maker of Firefox, is a non-profit organization ensuring an open, safe, and accessible internet for all users worldwide.

Internet Software & Services
251-1K
Founded 2005
$2M raised
View All Jobs 19

Description

  • Build and launch Mozilla’s B2B support operating model, workflows, escalation paths, governance, and improvement processes.
  • Own outsourced support vendor relationships, including selection, contracting, onboarding, workforce planning, performance, invoicing, renewals, and investments.
  • Develop vendor training, playbooks, standard operating procedures, quality frameworks, knowledge materials, and release-readiness processes.
  • Forecast demand and capacity across staffing, coverage, languages, geographies, service models, quality, and cost.
  • Define service objectives, KPIs, dashboards, and operating reviews for customer experience, productivity, quality, speed, and cost.
  • Manage enterprise escalations and operational handoffs to Engineering, Product, Security, and business teams.
  • Lead major B2B incident responses, including vendor coordination, engineering escalation, communications, resolution, and post-incident reviews.
  • Partner with Product, Engineering, Customer Success, Sales, Legal, Finance, and Procurement to align customer commitments with operational capacity.
  • Gather customer feedback and translate support trends into improvements to products, documentation, processes, tooling, automation, and AI use.
  • Help define the future structure and capabilities of Mozilla’s B2B support organization.

Requirements

  • 5+ years of experience in B2B or enterprise technical support operations, service delivery, customer operations, vendor management, or a related field.
  • Experience building, scaling, or transforming a support operation.
  • Experience managing outsourced support vendors or BPO partners, including training, workforce planning, quality assurance, performance governance, and corrective action.
  • Experience with vendor selection, statements of work, contracts, budgets, forecasts, invoices, renewals, or procurement processes.
  • Experience with Zendesk or CRM platforms and issue-tracking tools such as Jira, including workflow design, reporting, and analytics.
  • Knowledge of enterprise support and service management, including service levels, severity models, escalations, incident and problem management, and root cause analysis.
  • Experience leading high-severity technical incidents involving customers, support teams, engineers, executives, and other stakeholders.
  • Experience using operational metrics, dashboards, reporting, and workforce planning to improve outcomes, efficiency, and cost.
  • Technical fluency with enterprise software, browsers, endpoint management, identity, certificates, proxies, networks, security tools, and managed environments.
  • Strong communication, cross-functional leadership, independent judgment, and ability to work across regions, cultures, and time zones.
  • Multilingual or multi-region support experience, B2B support team leadership, and familiarity with GDPR, enterprise security, or regulated environments are preferred.

Benefits

  • Performance-based bonus plan.
  • Medical, dental, and vision coverage.
  • Retirement contributions with immediate 100% vesting.
  • Quarterly company wellness days and well-being stipend.
  • Country-specific holidays plus a birthday day off.
  • Home office stipend.
  • Annual professional development budget.
  • Paid parental leave and other country-specific benefits, including life insurance, disability coverage, and employee assistance programs.

Interested in this position?

Apply directly on the company website

Apply Now

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