Staff Technical Support Manager, Enterprise

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

📋 Description

• Develop and implement Mozilla's inaugural B2B support operations capability, encompassing its operational model, workflows, escalation routes, governance, and continuous improvement processes.

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

• Design and maintain vendor training programs, support playbooks, standard operating procedures, quality frameworks, knowledge resources, and coordination for product release readiness.

• Anticipate customer demand and support capacity, ensuring a balance among staffing, coverage, language requirements, service quality, costs, and business growth.

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

• Hold vendors accountable for their performance and spearhead corrective action and continuous improvement initiatives.

• Oversee the enterprise escalation framework and the operational transitions between vendor agents and Mozilla teams.

• Lead operational responses to significant B2B incidents, coordinating efforts among vendors, engineers, customers, leadership communications, resolution strategies, and post-incident evaluations.

• Collaborate with Product, Engineering, Customer Success, Sales, Legal, Finance, Procurement, and other departments.

• Engage in customer-facing meetings to comprehend challenges, articulate support processes, collect feedback, and enhance the customer experience.

• Convert support trends and customer insights into enhancements for customer journeys, products, documentation, processes, tooling, automation, and responsible AI usage.

• Contribute to defining the future framework of Mozilla's 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 similar discipline.

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

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

• Familiarity 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 like Jira, including reporting, workflow design, and operational analytics.

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

• Experience in leading high-severity technical incidents and coordinating efforts among customers, support teams, engineers, executives, and other stakeholders under pressure.

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

• Technical fluency adequate 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 necessary.

• Excellent communication and cross-functional leadership abilities, with the capacity to clarify complex situations and drive progress across distributed teams.

• Capability to operate independently across different regions, cultures, and time zones, exercise sound judgment in uncertain situations, and create support experiences that foster long-term customer trust.

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

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

• Familiarity with 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 one team.

• Comprehensive medical, dental, and vision coverage.

• Generous retirement contributions with 100% immediate vesting (regardless of your personal contributions).

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

• Country-specific holidays along with an additional day off for your birthday.

• One-time home office stipend.

• Annual budget for professional development.

• Quarterly well-being stipend.

• Significant paid parental leave.

• Employee referral bonus program.

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