Staff Technical Support Manager, Enterprise

Mozilla
United States
Workplace: RemoteFull timeFunction: Customer Support (Service Desk)Experience: 5+ yearsSkills: ["Communication","Cross-functional leadership","Calm leadership","Independent working","Sound judgment"]

Build and launch Mozilla’s first B2B support operations capability—designing the operating model, workflows, escalation paths, governance, and continuous improvement. Own end-to-end external vendor relationships, including training, workforce planning, quality frameworks, metrics, and invoicing/renewals. Lead operational response for major incidents and partner across Product, Engineering, CX, Legal, Finance, and others to align customer commitments with support capacity and improve the enterprise support experience.

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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—designing the operating model, workflows, escalation paths, governance, and continuous improvement. Own end-to-end external vendor relationships, including training, workforce planning, quality frameworks, metrics, and invoicing/renewals. Lead operational response for major incidents and partner across Product, Engineering, CX, Legal, Finance, and others to align customer commitments with support capacity and improve the enterprise support experience.
Location: United States
Workplace: Remote
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Sr. Manager 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, including selection, onboarding, workforce planning, performance management, invoicing, renewals, and investment recommendations.
  • •Create and maintain vendor training, support playbooks, standard operating procedures, quality frameworks, and knowledge materials aligned with product release-readiness plans.
  • •Forecast customer demand and support capacity, define KPIs/metrics/dashboards, and conduct operating reviews to balance quality, speed, productivity, and cost.
  • •Lead responses to major B2B incidents, coordinate escalation and handoffs to Mozilla engineers, communicate with customers and internal leaders, and run post-incident reviews/root cause analysis.

Pay and Benefits

Perks:Health InsuranceDentalVisionRetirementHome OfficeLearning BudgetWell-being StipendPaid ParentalAnnual Bonus

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 and commercial processes such as statements of work, contracts, budgets, forecasts, invoices, renewals, or related procurement.
  • •Technical fluency to coordinate enterprise software/browser/endpoint management/identity/certificates/proxies/network/security tools and managed customer environments, plus service-management practices including severity, incident management, and root cause analysis.
Experience:5+ yearsB2BEnterprise supportService deliveryVendor managementOutsourced supportService management
Skills:CommunicationCross-functional leadershipCalm leadershipIndependent workingSound judgment
Languages:English
Tech Stack:ZendeskCRMJiraDashboardsReportingWorkforce planningAI

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
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