Staff Technical Support Manager, Enterprise

Mozilla
Germany
Workplace: RemoteFull timeEUR 57,000 - 76,000Function: Customer Support (Service Desk)Experience: 5+ yearsSkills: ["Communication","Cross-functional leadership","Calm leadership","Sound judgment","Independent ownership"]

Build and launch Mozilla’s first B2B support operations capability for enterprise customers. Own end-to-end external vendor relationships and operational workflows, including vendor selection, onboarding, performance management, training, playbooks, and escalation frameworks. Define KPIs, dashboards, and capacity planning to balance quality, speed, cost, and growth across regions. Lead operational response to major incidents and drive continuous improvement by translating support trends and customer feedback into actionable changes across teams.

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FursaFursa
Mozilla
Mozilla
18 hours ago

Staff Technical Support Manager, Enterprise

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Last checked: 4 hours agoStatus: Live

Job Summary

Build and launch Mozilla’s first B2B support operations capability for enterprise customers. Own end-to-end external vendor relationships and operational workflows, including vendor selection, onboarding, performance management, training, playbooks, and escalation frameworks. Define KPIs, dashboards, and capacity planning to balance quality, speed, cost, and growth across regions. Lead operational response to major incidents and drive continuous improvement by translating support trends and customer feedback into actionable changes across teams.
Location: Germany
Workplace: Remote
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key Responsibilities

  • •Build and launch Mozilla’s first B2B support operations capability, including operating model, workflows, escalation paths, governance, and continuous-improvement processes.
  • •Own external support vendor relationships end to end: future selection, onboarding, workforce planning, performance management, invoicing, renewals, and investment recommendations.
  • •Create and maintain vendor training, support playbooks, SOPs, quality frameworks, and knowledge materials, coordinating with product for release-readiness plans.
  • •Forecast customer demand and support capacity, define service objectives and KPIs, and run operating reviews for quality, speed, productivity, and cost.
  • •Lead operational response to major B2B incidents and own enterprise escalation and handoff frameworks between vendor agents and Mozilla teams.

Pay and Benefits

Salary: EUR 57,000 - 76,000
Perks:Health InsuranceDentalVisionPaid ParentalHome OfficeLearning BudgetWell-being Stipend

Key Requirements

  • •5+ years of experience in B2B or enterprise technical support operations, service delivery, customer operations, vendor management, or a related field.
  • •Experience building a new support capability or substantially scaling or transforming an existing support operation.
  • •Experience managing outsourced support vendors/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/commercial processes.
  • •Support operations platform experience (e.g., Zendesk/CRMs, Jira) and strong knowledge of service-management practices (service levels, severity models, escalations, incident/problem management, root cause analysis).
Experience:5+ years
Skills:CommunicationCross-functional leadershipCalm leadershipSound judgmentIndependent ownership
Tech Stack:ZendeskCRMsJiraDashboardsReportingWorkforce planningBrowsersEndpoint managementIdentityCertificatesProxiesNetworksSecurity toolsAI

Company Brief

Mozilla
Mozilla is a mission-driven organization that builds open-source internet products (notably the Firefox browser) and advocates for an open, private, and secure web through software, research, and community programs.
Industry: Enterprise Software
Company Size: Large (251 to 1,000 employees)
Growth: Nonprofit & NGO
Headquarters: San Francisco, United States
Founded: 1998
Glassdoor
Glassdoor: 2.9
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