Full-Time Manager, Customer Support Operations
Mozilla is hiring a remote Full-Time Manager, Customer Support Operations. The career level for this job opening is Manager and is accepting Canada, USA, Europe based applicants remotely. Read complete job description before applying.
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Why Thunderbird?MZLA Technologies Corporation (MZLA) is a wholly-owned, for-profit subsidiary of the Mozilla Foundation. Thunderbird is a global, free, and open-source email and productivity app. Our revenue comes from dedicated users. We are expanding and committed to best-in-class productivity solutions. We are a small but dynamic team of 40+ staff across seven countries and time zones. Our culture is driven by our mission and fosters openness, transparency, collaboration, creativity, and diversity. Our operating principles leverage data-informed decisions, ownership, speed, and efficiencies to deliver innovative solutions.
The Opportunity: We seek an experienced Manager, Customer Support Operations to lead the development of a modern, scalable support function for MZLA’s new paid subscription service. This is a foundational role responsible for ensuring paid customers receive timely, accurate, and high-quality support. You’ll build a support team, design & implement systems/workflows, and set the standard for exceptional support (managing tools like Zendesk, performance metrics, and self-service/automation). While your focus is paid users, you’ll also oversee support for our free product.
What you'll do:
- Build & manage the support function: Define workflows, service levels, and processes for technical and billing/donor support.
- Oversee support systems: Own tools like Zendesk—set up macros, triggers, automations, and reporting.
- Support multiple products: Develop unified approaches across free desktop/mobile apps and paid web services.
- Collaborate with community support: Partner with the Community Team to empower volunteers.
- Drive self-service success: Expand knowledge base and explore automation/AI tools.
- Handle vendor relationships: Identify and oversee outsourced support partners.
- Own the support experience: Define tone, voice, and user-facing help philosophy.
- Analyze & optimize: Monitor key metrics (response time, CSAT, ticket volume) to improve efficiency/satisfaction.
- Coordinate across teams: Work closely with product/engineering to resolve issues/advocate for user needs.
What you'll bring:
- 7+ years experience in customer support, including 3+ years in leadership/management.
- Hands-on experience administering support platforms (Zendesk preferred).
- Proven success building/scaling support operations in a startup/growth-stage company.
- Experience with technical product support and payment/billing support.
- Strong communication skills, comfortable working with distributed teams.
- Passion for empowering users—through documentation, automation, and community engagement.
- Experience supporting freemium, open-source, or B2C SaaS products.
- Collaborative mindset and willingness to build systems from the ground up.
Bonus points:
- Experience working with open-source communities/volunteer support models.
- Knowledge of AI support tools or chatbot implementation.
- Background in donor-supported or mission-driven organizations.
- Language proficiency (German, French, Japanese).
What you’ll get:Competitive salaries, benefits, and comprehensive support.