Staff Technical Support Manager

Who you are

• This position requires a rare combination of support operations expertise, vendor management, program development, technical fluency, and calm leadership under pressure. Our ideal candidate is a practical builder who can move between strategy and execution, create structure where none exists, and earn the trust of customers, vendors, engineers, and senior leaders
• 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
• Experience defining operational metrics and using dashboards, reporting, and workforce planning to improve quality, customer outcomes, efficiency, and cost
• Technical fluency sufficient to coordinate issues involving enterprise software, browsers, endpoint management, identity, certificates, proxies, networks, security tools, and managed customer environments; deep software engineering expertise is not required
• Excellent communication and cross-functional leadership skills, with the ability to explain complex situations clearly and move work forward across distributed teams
• Ability to operate independently across regions, cultures, and time zones, exercise sound judgment in ambiguous situations, and build support experiences worthy of long-term customer trust
• Experience with multilingual or multi-region support operations is desired
• Experience building and leading B2B or enterprise technical support operations teams is desired
• Familiarity with GDPR, enterprise security requirements, regulated customer environments is desired

What the job involves

• Mozilla’s Customer Experience team helps users, organizations, and partners successfully adopt, use, and get sustained value from Mozilla products. Historically, much of Mozilla’s support work has focused on consumers
• As Mozilla expands its business and organizational offerings, we are building a support operation designed for the needs of B2B customers, including dependable service delivery, clear customer commitments, global coverage, and close coordination with Product and Engineering
• As Staff Enterprise Support Operations Manager, you will be Mozilla’s first dedicated B2B support operations leader. You will not inherit a mature operation; you will build one. You will design and launch the operating model, vendor strategy, processes, tooling, training, metrics, capacity planning, and governance required to provide high-quality technical support to organizations deploying and managing Mozilla products
• Beyond building the support operation, you will serve as the operational bridge between Enterprise customers, CX, Product, and Engineering, ensuring insights from customers and support teams inform the broader Enterprise experience
• This is an individual contributor role with broad end-to-end ownership. You will be the day-to-day owner of Mozilla’s external B2B support vendor relationships and the operational processes connecting vendor agents with Mozilla teams
• You will use customer demand, service performance, and cost data to determine when and how the operation should expand across geographies, languages, coverage models, and support offerings. As the business grows, you will also help define the structure and capabilities of Mozilla’s future B2B support team
• You will participate in a defined incident coverage model and periodically lead the operational response to major customer incidents. In those moments, you will ensure vendors follow established procedures, coordinate escalation and handoffs to Mozilla engineers, drive cross-functional resolution, communicate clearly with customers and internal leaders, and oversee post-incident reviews and root cause analysis
• 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 future 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

Benefits

• Health and wellness: Mozilla covers medical, dental and vision plan premiums at 100% for U.S. and Canadian employees. Our offerings give you the options you need to manage your health — and your family’s — the way you want.
• Mental health: Mental health is as important as our physical health. That’s why Mozilla’s health benefits include therapy and coaching sessions to make sure our people have access to the care they need.
• Time away: With all of life’s demands, time away from work to disconnect and recharge is essential. In addition to country-specific holidays (12 in the U.S. and Canada), vacation and sick time start accruing right away (specifics vary by country). Everyone also takes a pause together on quarterly all-company wellness days, plus you get to celebrate the most personal holiday of all: your birthday.
• Parental leave: While Mozilla’s parental leave policies vary globally, our U.S. and Canadian-based employees can look forward to 26 weeks of paid leave for childbearing parents and 12 weeks of paid leave for non-childbearing parents.
• Financial: Mozilla is a private company, so our compensation isn’t tied to stock options or equity plans. Instead, we offer generous, performance-based bonus plans to all regular employees to underscore that we share in our success as one team. As for retirement savings for US and Canadian employees, Mozilla contributes a percentage of your eligible base salary each year to the 401(k) Plan/RRSP (regardless of whether you contribute or not), with 100% vesting.
• Learning and development: We’re big believers in learning by doing, and we also want to invest in your education and development beyond your role. Every employee is eligible for an annual professional development budget. Mozillians can put it toward technical or management training, certifications, conferences and more.
• Help when you need it: Life is full of surprises; that’s why it’s important to be prepared. Mozilla provides Life/AD&D and Short and Long Term Disability insurance (offerings may vary by locale) to ensure that you and your family will have a safety net in place should you ever need it.
• Plus a bit more: A few other benefits include a quarterly wellbeing stipend (to use on those things just for you), an employee referral bonus, internet reimbursement if you’re remote, and a budget for office essentials to make working remotely ergonomically comfortable.