Remote opportunity at
MozillaStaff Technical Support Manager, Enterprise
Mozilla's Customer Experience group, which supports organizations that adopt and rely on Mozilla software, is hiring a remote, full-time Staff-level manager. The listing calls this the…
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About This Role
Mozilla's Customer Experience group, which supports organizations that adopt and rely on Mozilla software, is hiring a remote, full-time Staff-level manager. The listing calls this the company's first dedicated support operation for business customers, so the holder will build the function from scratch rather than run an established team. The job is an individual-contributor position carrying end-to-end ownership. It covers designing the operating model, sourcing strategy, workflows, escalation routes, training…
Job Description
Mozilla's Customer Experience group, which supports organizations that adopt and rely on Mozilla software, is hiring a remote, full-time Staff-level manager. The listing calls this the company's first dedicated support operation for business customers, so the holder will build the function from scratch rather than run an established team.
The job is an individual-contributor position carrying end-to-end ownership. It covers designing the operating model, sourcing strategy, workflows, escalation routes, training materials, quality standards, measurement, capacity planning, and oversight for technical help delivered to businesses. The holder manages the outside vendors providing this support day to day, including onboarding, staffing plans, performance reviews, invoicing, and contract renewals.
Further duties include estimating customer demand and support capacity, deciding when to add regions, languages, or coverage tiers, setting service targets and dashboards, and owning the enterprise escalation framework. The person also leads the response to significant customer incidents when required, making sure vendors follow procedures and root-cause reviews get completed. Collaboration extends to Product, Engineering, Sales, Legal, and Finance so customer commitments match what can be delivered.
Applicants should have at least five years in enterprise or B2B technical support operations, service delivery, or vendor management. Background is expected in running outsourced support partners, handling statements of work and budgets, and using tools such as Zendesk and Jira. A working understanding of enterprise software, browsers, identity systems, networks, and security tooling is needed, although deep engineering skill is not. Multilingual or multi-region operations experience is welcome.
Listed perks include performance bonuses, retirement contributions that vest immediately, quarterly wellness days, a home office allowance, a yearly training budget, a quarterly well-being stipend, and extended paid parental leave. No salary is printed; the pay band depends on location and appears in the application form.
Responsibilities
- Design and launch the B2B support operating model, including workflows, escalation paths, governance, and improvement cycles
- Manage external support vendor relationships from selection through onboarding, staffing, performance, billing, and renewals
- Produce vendor training, playbooks, procedures, quality standards, and knowledge base content
- Project customer demand and support capacity, and recommend when to add geographies or service models
- Establish service targets, KPIs, dashboards, and regular operating reviews
- Lead the operational response to serious incidents and run post-incident reviews
Requirements
- Five or more years in B2B support operations, enterprise service delivery, customer operations, or supplier management
- Track record of standing up a new support function or significantly scaling one
- Experience overseeing outsourced or BPO support partners, covering quality, staffing, and corrective action
- Hands-on work with vendor selection, contracts, budgets, forecasts, and renewals
- Practical use of Zendesk-type CRMs and Jira for reporting, workflow design, and analytics
- Fluency with severity tiers, escalation paths, incident handling, problem management, and root-cause work
Qualifications
- Experience running multilingual or multi-region support
- Prior experience building and leading enterprise support teams
- Knowledge of GDPR, enterprise security requirements, and regulated customer settings
Core Skills
Benefits
- Performance bonus eligibility for qualifying staff
- Medical, dental and vision insurance
- Retirement contributions that vest immediately
- Quarterly company-wide wellness days
- One-time home office allowance
- Yearly professional development funds
- Quarterly well-being allowance
- Generous paid parental leave
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
Can this job be done remotely?
Yes. The listing describes it as remote and full time.
Is pay shown?
No single figure is posted. Hiring ranges are listed for each location in the Apply Now menu.
What background is required?
A minimum of five years in B2B support operations, service delivery, or supplier management.
Is there incident duty?
Yes. The holder joins a defined incident coverage schedule and periodically leads the response to major customer incidents.
Sample Interview Questions
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