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 • GermanyLead💰 €57,000 - €76,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in building and scaling B2B support operations, managing vendor relationships, and defining operational metrics to enhance service quality and customer experience. Proficient in coordinating cross-functional teams and leading high-severity incidents while ensuring compliance with enterprise security standards.

Highest-signal resume keywords

B2B Support OperationsVendor ManagementOperational Metrics DefinitionIncident ManagementCross-Functional Leadership

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Applicant Tracking System Keywords

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Hard Skills

Service DeliveryWorkforce PlanningQuality AssurancePerformance GovernanceOperational AnalyticsTechnical FluencyRoot Cause AnalysisForecastingSupport PlatformsService Management Practices

Soft Skills

Excellent CommunicationCross-Functional LeadershipJudgment in Ambiguous Situations

Tools & Technologies

ZendeskJiraCRMs

Industry Keywords

GDPREnterprise Security RequirementsMultilingual Support OperationsRegulated Customer Environments

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 future 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 coordination with product teams for release-readiness plans.
Forecast customer demand and support capacity, balancing staffing, coverage, language needs, service quality, cost, and business growth; recommend when to expand into new geographies or service models.
Define service objectives, metrics, KPIs, dashboards, and operating reviews for quality, speed, customer experience, productivity, and cost.
Hold vendors accountable for performance, identify service gaps, and lead corrective-action and continuous-improvement plans.
Own Mozilla’s operational enterprise escalation framework and manage operational handoffs between vendor agents and Mozilla teams so complex issues reach Engineering, Product, Security, or business partners with sufficient context and urgency.
Lead the operational response to major B2B incidents, coordinating vendor execution, engineering engagement, customer and leadership communications, resolution, and post-incident review.
Partner with Product, Engineering, Customer Success, Sales, Legal, Finance, Procurement, and other teams to align customer commitments with operational capacity and improve the support experience.
Participate in customer-facing meetings to understand operational challenges, explain support processes, gather feedback, and strengthen the customer support experience.
Translate support trends and customer feedback into actionable insights, improving customer journeys, products, documentation, processes, tooling, automation, and responsible uses of AI while helping define Mozilla’s future 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)