M
Staff Technical Support Manager - Enterprise
Mozilla
Contract type
Ongoing
Work mode
100% remote
Experience
Senior · 5+ years
Job description
Key details
- Build and launch Mozilla's first B2B support operations capability, including its operating model, workflows, escalation paths, governance, and continuous-improvement processes
- Own external support vendor relationships end to end, including vendor selection and contracting support, onboarding, workforce planning, performance management, invoicing, renewals, and investment recommendations
- Create and maintain vendor training, support playbooks, standard operating procedures, quality frameworks, knowledge materials, and coordination with product teams for release-readiness plans
- Forecast customer demand and support capacity, balancing staffing, coverage, language needs, service quality, cost, and business growth; recommend when to expand into new geographies or service models
- Define service objectives, metrics, KPIs, dashboards, and operating reviews for quality, speed, customer experience, productivity, and cost
- Hold vendors accountable for performance, identify service gaps, and lead corrective-action and continuous-improvement plans
- Own Mozilla's operational enterprise escalation framework while designing and managing operational handoffs between vendor agents and Mozilla teams so complex issues reach the right Engineering, Product, Security, or business partners with sufficient context and urgency
- Lead the operational response to major B2B incidents, coordinating vendor execution, engineering engagement, customer and leadership communications, resolution, and post-incident review
- Partner with Product, Engineering, Customer Success, Sales, Legal, Finance, Procurement, and other teams to align customer commitments with operational capacity and improve the support experience
- Participate in customer-facing meetings to understand operational challenges, explain support processes, gather feedback, and strengthen the customer support experience
- Translate support trends and customer feedback into actionable insights, partnering cross-functionally to improve customer journeys, products, documentation, processes, tooling, automation, and responsible uses of AI, while helping define the future structure of Mozilla's B2B support organization
- Company mission
- Information not specified
Benefits
- Information not specified
Requirements & details
- 5+ years of experience in B2B or enterprise technical support operations, service delivery, customer operations, vendor management, or a related field
- Demonstrated experience building a new support capability or substantially scaling or transforming an existing 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 related procurement and commercial processes
- Experience with support platforms such as Zendesk/CRMs and issue-tracking systems such as Jira, including reporting, workflow design, and operational analytics
- Strong knowledge of enterprise support and service-management practices, including service levels, severity models, escalations, incident management, problem management, and root cause analysis
- Experience leading high-severity technical incidents and coordinating customers, support teams, engineers, executives, and other stakeholders under pressure
- Information not specified
- Technical Support