Staff Technical Support Manager, Enterprise

Mozilla

. Build and launch Mozilla’s first B2B support operations capability, including its operating model, workflows, escalation paths, governance, and continuous-improvement processes.

Posted 9/22/2026full-timeRemote • United StatesLeadWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in building and managing B2B support operations, including vendor management, operational metrics, and incident response. Proficient in utilizing support platforms and analytics to enhance customer experience and service delivery.

Highest-signal resume keywords

B2B Support Operations ManagementVendor ManagementOperational Metrics DefinitionIncident ManagementSupport Platform Proficiency

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

B2B Support OperationsVendor SelectionWorkforce PlanningPerformance ManagementOperational AnalyticsService Level AgreementsIncident ManagementRoot Cause AnalysisForecastingQuality Assurance

Soft Skills

Excellent CommunicationCross-Functional LeadershipSound JudgmentCustomer Trust BuildingIndependent Operation

Tools & Technologies

ZendeskJiraCRMsSupport PlatformsReporting Dashboards

Industry Keywords

GDPREnterprise Security RequirementsRegulated Customer EnvironmentsTechnical Support OperationsCustomer Experience

About the role

Key responsibilities & impact

Build and launch Mozilla’s first B2B support operations capability, including its operating model, workflows, escalation paths, governance, and continuous-improvement processes.
Own external support vendor relationships end to end, including vendor selection and contracting support, onboarding, workforce planning, performance management, invoicing, renewals, and investment recommendations.
Create and maintain vendor training, support playbooks, standard operating procedures, quality frameworks, knowledge materials, and product release-readiness coordination.
Forecast customer demand and support capacity, balancing staffing, coverage, language needs, service quality, cost, and business growth.
Define service objectives, metrics, KPIs, dashboards, and operating reviews for quality, speed, customer experience, productivity, and cost.
Hold vendors accountable for performance and lead corrective-action and continuous-improvement plans.
Own the enterprise escalation framework and operational handoffs between vendor agents and Mozilla teams.
Lead operational responses to major B2B incidents, coordinating vendors, engineers, customers, leadership communications, resolution, and post-incident reviews.
Partner with Product, Engineering, Customer Success, Sales, Legal, Finance, Procurement, and other teams.
Participate in customer-facing meetings to understand challenges, explain support processes, gather feedback, and strengthen the customer experience.
Translate support trends and customer feedback into improvements to customer journeys, products, documentation, processes, tooling, automation, and responsible AI use.
Help define the future structure of Mozilla’s B2B support organization.

Requirements

What you’ll need

5+ years of experience in B2B or enterprise technical support operations, service delivery, customer operations, vendor management, or a related field.
Demonstrated experience building a new support capability or substantially scaling or transforming an existing support operation.
Experience managing outsourced support vendors or BPO partners, including training, workforce planning, quality assurance, performance governance, and corrective action.
Experience 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 such as Jira, including reporting, workflow design, and operational analytics.
Strong knowledge of enterprise support and service-management practices, including service levels, severity models, escalations, incident management, problem management, and root cause analysis.
Experience leading high-severity technical incidents and coordinating customers, support teams, engineers, executives, and other stakeholders under pressure.
Experience defining operational metrics and using dashboards, reporting, and workforce planning to improve quality, customer outcomes, efficiency, and cost.
Technical fluency sufficient to coordinate issues involving enterprise software, browsers, endpoint management, identity, certificates, proxies, networks, security tools, and managed customer environments; deep software engineering expertise is not required.
Excellent communication and cross-functional leadership skills, with the ability to explain complex situations clearly and move work forward across distributed teams.
Ability to operate independently across regions, cultures, and time zones, exercise sound judgment in ambiguous situations, and build support experiences worthy of long-term customer trust.
Experience with multilingual or multi-region support operations is desired.
Experience building and leading B2B or enterprise technical support operations teams is desired.
Familiarity with GDPR, enterprise security requirements, regulated customer environments is desired.

Benefits

Comp & perks

Generous performance-based bonus plans to all eligible employees - we share in our success as one team
Rich medical, dental, and vision coverage
Generous retirement contributions with 100% immediate vesting (regardless of whether you contribute)
Quarterly all-company wellness days where everyone takes a pause together
Country specific holidays plus a day off for your birthday
One-time home office stipend
Annual professional development budget
Quarterly well-being stipend
Considerable paid parental leave
Employee referral bonus program
Other benefits (life/AD&D, disability, EAP, etc. - varies by country)