Staff Technical Support Manager, Enterprise

📋 Description

• Build and launch Mozilla's first B2B support operations capability, including its operating model
• Own external support vendor relationships end to end, including future vendor selection and
• Create and maintain vendor training, support playbooks, standard operating procedures, quality
• Forecast customer demand and support capacity, balancing staffing, coverage, language needs
• Define service objectives, metrics, KPIs, dashboards, and operating reviews for quality, speed
• Hold vendors accountable for performance, identify service gaps, and lead corrective-action and

🎯 Requirements

• 5+ years of experience in B2B or enterprise technical support operations, service delivery
• Demonstrated experience building a new support capability or substantially scaling or transforming
• Experience managing outsourced support vendors or BPO partners, including training, workforce
• Experience with vendor selection, statements of work, contracts, budgets, forecasts, invoices
• Experience with support platforms such as Zendesk/CRMs and issue-tracking systems such as Jira
• Strong knowledge of enterprise support and service-management practices, including service levels

🎁 Benefits

• Generous performance-based bonus plans to all eligible employees - we share in our success as one
• 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