Staff Technical Support Manager – Enterprise

This is a fully remote position, open to applicants in Germany.

📋 Description

• Develop and implement Mozilla’s inaugural B2B support operations capability, encompassing its operating model, workflows, escalation paths, governance, and processes for continuous improvement.

• Manage external support vendor relationships comprehensively, covering vendor selection, contract support, onboarding, workforce planning, performance management, invoicing, renewals, and investment recommendations.

• Design and maintain vendor training materials, support playbooks, standard operating procedures, quality frameworks, knowledge resources, and coordinate with product teams for readiness plans related to releases.

• Anticipate customer demand and support capacity, ensuring a balance of staffing, coverage, language requirements, service quality, costs, and business growth; recommend expansions into new regions or service models when necessary.

• Establish service objectives, metrics, KPIs, dashboards, and operational reviews concerning quality, speed, customer experience, productivity, and cost.

• Hold vendors accountable for their performance, identify service gaps, and spearhead corrective actions alongside continuous improvement plans.

• Oversee Mozilla’s operational enterprise escalation framework and facilitate operational handoffs between vendor agents and Mozilla teams, ensuring that complex issues reach Engineering, Product, Security, or business partners with the necessary context and urgency.

• Lead the operational response for significant B2B incidents, coordinating vendor execution, engineering involvement, customer and leadership communications, resolution efforts, and post-incident evaluations.

• Collaborate with Product, Engineering, Customer Success, Sales, Legal, Finance, Procurement, and other teams to align customer commitments with operational capabilities and enhance the support experience.

• Engage in customer-facing meetings to grasp operational challenges, clarify support processes, gather feedback, and enrich the customer support experience.

• Convert support trends and customer feedback into actionable insights, refining customer journeys, products, documentation, processes, tools, automation, and responsible AI use while aiding in the definition of Mozilla’s future B2B support organization.

⛳️ Requirements

• A minimum of 5 years of experience in B2B or enterprise technical support operations, service delivery, customer operations, vendor management, or a related discipline.

• Proven track record in establishing a new support capability or significantly scaling or transforming an existing support operation.

• Experience in managing outsourced support vendors or BPO partners, encompassing training, workforce planning, quality assurance, performance governance, and corrective measures.

• Familiarity with vendor selection, statements of work, contracts, budgets, forecasts, invoices, renewals, and related procurement and commercial procedures.

• Proficient with support platforms like Zendesk/CRMs and issue-tracking systems such as Jira, including reporting, workflow design, and operational analytics.

• Strong understanding of enterprise support and service management practices, including service levels, severity models, escalations, incident management, problem management, and root cause analysis.

• Experience in leading high-severity technical incidents while coordinating with customers, support teams, engineers, executives, and other stakeholders in high-pressure situations.

• Experience in defining operational metrics and utilizing dashboards, reporting, and workforce planning to enhance quality, customer outcomes, efficiency, and cost.

• Sufficient technical fluency to manage issues related to enterprise software, browsers, endpoint management, identity, certificates, proxies, networks, security tools, and managed customer environments; deep software engineering expertise is not obligatory.

• Exceptional communication and cross-functional leadership abilities, capable of clearly explaining complex situations and advancing work across diverse teams.

• Ability to operate independently across regions, cultures, and time zones, exercising sound judgment in ambiguous circumstances, and creating support experiences that foster long-term customer trust.

• Experience with multilingual or multi-regional support operations is preferred.

• Experience in building and leading B2B or enterprise technical support operations teams is preferred.

• Understanding of GDPR, enterprise security requirements, and regulated customer environments is preferred.

🏝️ Benefits

• Generous performance-based bonus plans available to all eligible employees - we celebrate our success as a unified team.

• Comprehensive medical, dental, and vision coverage.

• Generous retirement contributions with 100% immediate vesting (regardless of whether you contribute).

• Quarterly wellness days for the entire company, allowing everyone to take a collective pause.

• Country-specific holidays, plus an additional day off for your birthday.

• One-time home office stipend.

• Annual professional development budget.

• Quarterly well-being stipend.

• Ample paid parental leave.

• Employee referral bonus program.

• Additional benefits (life/AD&D, disability, EAP, etc. - varies by country).