Staff Technical Support Manager, Enterprise

ThuiswerkenToday

Remote

About the job

Mozilla is looking for a Staff Technical Support Manager to build and launch its B2B support operations capability. In this remote role, you will manage external support vendor relationships, create training materials, and lead the operational response to major B2B incidents.

What you will do

Build and launch B2B support operations capability
Manage external support vendor relationships end to end
Create and maintain vendor training and support materials
Forecast customer demand and support capacity
Define service objectives, metrics, and dashboards
Lead operational response to major B2B incidents

What you bring

5+ years in B2B or enterprise technical support operations
Experience building or scaling a support capability
Experience managing outsourced support vendors
Experience with vendor selection and contracts
Experience with support platforms like Zendesk and Jira
Knowledge of enterprise support and service management practices

Nice to have

Experience with multilingual or multi-region support operations
Experience building and leading B2B support teams
Familiarity with GDPR and enterprise security requirements

What you get

Performance-based bonus plans
Medical, dental, and vision coverage
Retirement contributions with immediate vesting
Quarterly wellness days
Home office stipend
Annual professional development budget

About Mozilla

Mozilla is a global organization dedicated to keeping the internet open and accessible to all.

Summary by Personeel.com. The full job description and the application form are on Mozilla's website (job-boards.greenhouse.io); Apply takes you straight there.

More jobs at Mozilla

All 18 jobs at Mozilla