Manager of Customer Support Operations, Mozilla

• We require strong written and verbal communication skills to facilitate effective work coordination across various virtual communication platforms
• 7+ years experience in customer support roles, including at least 3 years in a leadership or management capacity
• Hands-on experience administering support platforms (Zendesk preferred)
• Proven success building or scaling support operations in a startup or growth-stage company
• Experience with technical product support and payment/billing support
• Strong communication skills and comfort working with distributed, cross-functional teams
• Passion for empowering users—through documentation, automation, and community engagement
• Experience supporting freemium, open-source, or B2C SaaS products
• A collaborative mindset and willingness to build systems from the ground up

Desirable

• We’re looking for an experienced Manager, Customer Support Operations to lead the development of a modern, scalable support function for MZLA’s new paid subscription SaaS service
• This is a foundational role responsible for ensuring that paid customers receive timely, accurate, and high-quality support as we expand our offerings beyond our well-known free desktop and mobile applications
• You’ll be tasked with building a support team, designing and implementing systems and workflows, and setting the standard for what exceptional support looks like
• This includes managing tools like Zendesk, establishing performance metrics, and identifying opportunities for self-service and automation
• While your primary focus will be on building a world-class support experience for our paid users, you’ll also oversee support operations for our free, open-source product
• This includes collaborating with internal teammates and community contributors to ensure consistency and quality across all touch-points
• The role will manage a small team and report directly to the Managing Director, Operations
• This role works closely with staff across Canada, US, and Europe
• Build & manage the support function: Define workflows, service levels, and processes for both technical and billing/donor support
• Oversee support systems: Own tools like Zendesk (or similar)—set up macros, triggers, automations, and reporting
• Support multiple products: Develop unified approaches across our free desktop and mobile apps and our paid web-based services
• Collaborate with community support: Partner with our Community Team to empower, recognize, and harness the energy of our global volunteer helpers
• Drive self-service success: Expand our knowledge base and explore smart automation and AI tools to improve deflection and self-help
• Handle vendor relationships: Identify and oversee any outsourced support partners as needed
• Own the support experience: Define the tone, voice, and overall philosophy of user-facing help
• Analyze & optimize: Monitor key metrics like response time, CSAT, and ticket volume; use insights to improve efficiency and satisfaction
• Coordinate across teams: Work closely with product and engineering to resolve issues and advocate for user needs