Staff Technical Support Manager – Enterprise

🔥 0 minutes ago

🇩🇪 Germany – Remote

💵 €57k - €76k / year

⏰ Full Time

🔴 Lead

🧑‍🔧 Technical Customer Success Manager

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Mozilla

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 1998

👥 B2C

🔒 Cybersecurity

B2C • Cybersecurity • Software

Mozilla is a non-profit organization dedicated to promoting an open and accessible internet. They are the makers of the popular Firefox browser, which emphasizes user privacy, speed, and control. Mozilla also offers a range of products that focus on internet security and privacy, including Mozilla VPN, Firefox Relay, and Mozilla Monitor. Additionally, the organization is involved in open-source projects, AI innovation, and advocating for digital rights. Mozilla aims to empower users with trustworthy technology and policies that protect privacy, support open-source AI development, and foster accountability for tech companies.

📋 Description

• 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 and manage operational handoffs between vendor agents and Mozilla teams so complex issues reach 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, improving customer journeys, products, documentation, processes, tooling, automation, and responsible uses of AI while helping define Mozilla’s future 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. • 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.

🏖️ Benefits

• Generous performance-based bonus plans to all eligible employees - we share in our success as one team • Rich medical, dental, and vision coverage • Generous retirement contributions with 100% immediate vesting (regardless of whether you contribute) • Quarterly all-company wellness days where everyone takes a pause together • Country specific holidays plus a day off for your birthday • One-time home office stipend • Annual professional development budget • Quarterly well-being stipend • Considerable paid parental leave • Employee referral bonus program • Other benefits (life/AD&D, disability, EAP, etc. - varies by country)