Staff Technical Support Manager, Enterprise

🔥 0 minutes ago

🇺🇸 United States – Remote

⏰ Full Time

🔴 Lead

🧑‍🔧 Technical Customer Success Manager

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

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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 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 product release-readiness coordination. • Forecast customer demand and support capacity, balancing staffing, coverage, language needs, service quality, cost, and business growth. • Define service objectives, metrics, KPIs, dashboards, and operating reviews for quality, speed, customer experience, productivity, and cost. • Hold vendors accountable for performance and lead corrective-action and continuous-improvement plans. • Own the enterprise escalation framework and operational handoffs between vendor agents and Mozilla teams. • Lead operational responses to major B2B incidents, coordinating vendors, engineers, customers, leadership communications, resolution, and post-incident reviews. • Partner with Product, Engineering, Customer Success, Sales, Legal, Finance, Procurement, and other teams. • Participate in customer-facing meetings to understand challenges, explain support processes, gather feedback, and strengthen the customer experience. • Translate support trends and customer feedback into improvements to customer journeys, products, documentation, processes, tooling, automation, and responsible AI use. • Help define the future structure 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. • 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)