Manager, Customer Support Operations

Mozilla; Toronto; Remote; CAD 95,000 - 120,000; Full time

Job summary

Mozilla is looking for a Manager of Customer Support Operations to establish a world-class support function for its new paid SaaS service. This remote position will focus on developing workflows, managing a small team, and enhancing user satisfaction while collaborating with community contributors. Ideal candidates will have extensive experience in customer support and a passion for empowering users.

Benefits

24 days PTO per year

Remote work flexibility

Annual Remote Work Stipend

Health, Dental, & Vision Insurance

Professional Development Stipend

Qualifications

• 7+ years of experience in customer support roles, including at least 3 years in a leadership capacity.
• Hands-on experience administering support platforms like Zendesk.
• Experience supporting freemium, open-source, or B2C SaaS products.

Responsibilities

• Build and manage the support function: Define workflows, service levels, and processes.
• Oversee support systems: Own tools like Zendesk—set up macros and reporting.
• Collaborate with community support: Partner with Community Team to empower volunteers.

Skills

Communication

Team Management

Customer Support

Workflow Optimization

Tools

Zendesk

Job description

1 week ago Be among the first 25 applicants

Why Thunderbird?

MZLA Technologies Corporation (MZLA) is a wholly-owned, for-profit subsidiary of the Mozilla Foundation and the

Why Thunderbird?

MZLA Technologies Corporation (MZLA) is a wholly-owned, for-profit subsidiary of the Mozilla Foundation and the home of Thunderbird. Thunderbird is a global, free, and open-source email and productivity app, which has experienced significant growth in revenue, staff, and aspirations since its launch 20 years ago. Our revenue comes from our dedicated users around the world who generously fund our work. As we continue to expand our team and enhance our products and services, we remain dedicated to providing best-in-class productivity solutions independent of big tech. Operating as a small but dynamic team of 40 + staff across seven countries and time zones, we are part of the larger Mozilla family but maintain our distinct and independent identity and operations from both the Mozilla Foundation and Mozilla Corporation.

Our organizational culture is driven by our mission. We are committed to fostering openness and transparency as a member of the open-source community. We lean into collaboration, creativity, and diversity. We bring a hearty dose of scrappy grit and resilience to our lively and spirited team. Our operating principles leverage data informed decisions, ownership, speed and efficiencies to elevate our work and deliver innovative and impactful solutions to our users.

The Opportunity

We’re looking for an experienced Manager, Customer Support Operations to lead the development of a modern, scalable support function for MZLA’s new paid subscription SaaS service. This is a foundational role responsible for ensuring that paid customers receive timely, accurate, and high-quality support as we expand our offerings beyond our well-known free desktop and mobile applications.

You’ll be tasked with building a support team, designing and implementing systems and workflows, and setting the standard for what exceptional support looks like. This includes managing tools like Zendesk, establishing performance metrics, and identifying opportunities for self-service and automation.

While your primary focus will be on building a world-class support experience for our paid users, you’ll also oversee support operations for our free, open-source product. This includes collaborating with internal teammates and community contributors to ensure consistency and quality across all touch-points.

If you're excited by the opportunity to build something from the ground up, care deeply about helping users succeed, and thrive in a mission-driven, remote-first environment—this role is for you.

The role will manage a small team and report directly to the Managing Director, Operations.

This is a remote, full time position. We require strong written and verbal communication skills to facilitate effective work coordination across various virtual communication platforms. This role works closely with staff across Canada, US, and Europe. Consequently, applicants in the Eastern/Central Standard time zones are strongly preferred.

What You’ll Do

• Build & manage the support function: Define workflows, service levels, and processes for both technical and billing/donor support.
• Oversee support systems: Own tools like Zendesk (or similar)—set up macros, triggers, automations, and reporting.
• Support multiple products: Develop unified approaches across our free desktop and mobile apps and our paid web-based services.
• Collaborate with community support: Partner with our Community Team to empower, recognize, and harness the energy of our global volunteer helpers.
• Drive self-service success: Expand our knowledge base and explore smart automation and AI tools to improve deflection and self-help.
• Handle vendor relationships: Identify and oversee any outsourced support partners as needed.
• Own the support experience: Define the tone, voice, and overall philosophy of user-facing help.
• Analyze & optimize: Monitor key metrics like response time, CSAT, and ticket volume; use insights to improve efficiency and satisfaction.
• Coordinate across teams: Work closely with product and engineering to resolve issues and advocate for user needs.
  
  

What You’ll Bring

• 7+ years experience in customer support roles, including at least 3 years in a leadership or management capacity.
• Hands-on experience administering support platforms (Zendesk preferred).
• Proven success building or scaling support operations in a startup or growth-stage company.
• Experience with technical product support and payment/billing support.
• Strong communication skills and comfort working with distributed, cross-functional teams.
• Passion for empowering users—through documentation, automation, and community engagement.
• Experience supporting freemium, open-source, or B2C SaaS products.
• A collaborative mindset and willingness to build systems from the ground up.
  
  

Bonus Points For

• Experience working with open-source communities or volunteer support models.
• Knowledge of AI support tools or chatbot implementation.
• Background in donor-supported or mission-driven organizations.
• German, French, Japanese, or any language proficiency in addition to English.
  
  

What You’ll Get

We benchmark our base salaries to local markets and target the 60th percentile of the peer market. The salary ranges for this role are:

• Canada: $95,000 - $120,000 CAD
  
  

In addition to competitive salaries, we offer a comprehensive benefits package designed to support your whole self.

Work & Career

• Fully remote work & schedule flexibility
• Latest Laptop and accessories
• Annual Remote Work Stipend
• Monthly Internet Stipend
• Professional Development Stipend
• Industry Conferences
  
  

Rest & Play

• 24 days PTO per year (prorated)
• Your Birthday
• Year-end Company Shutdown
• Wellbeing Days
• Public Holidays
• Other Paid Leave
• Wellbeing Stipend for Personal / Family Activities
  
  

Health & Family

• RRSP Pension Contributions
• Health, Dental, & Vision Insurance
• Disability/Income Protection Insurance
• Life Insurance
• Employee Assistance Program
• Paid Parental Leave
• Paid Sick Days
• Applicants must reside in and have work authorization for the country location(s) specified. We are unable to consider applicants outside of these markets at this time. We are unable to provide visa sponsorship.
  
  

MZLA Technologies Corporation (MZLA) Commitment to diversity, equity and inclusion

MZLA believes in the value of diverse creative practices and forms of knowledge, and knows diversity, equity and inclusion are crucial to and enrich the company’s core mission. We encourage applications from everyone, including members of all equity-seeking communities, such as (but not limited to) women, racialized and Indigenous persons, persons with disabilities, persons of all sexual orientations, gender identities and expressions.

We are an equal opportunity employer. We do not discriminate on the basis of race (including hairstyle and texture), religion (including religious grooming and dress practices), gender, gender identity, gender expression, color, national origin, pregnancy, ancestry, domestic partner status, disability, sexual orientation, age, genetic predisposition, medical condition, marital status, citizenship status, military or veteran status, or any other basis covered by applicable laws. Mozilla will not tolerate discrimination or harassment based on any of these characteristics or any other unlawful behavior, conduct, or purpose.

We will ensure that qualified individuals with disabilities are provided reasonable accommodations to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment, as appropriate. Please contact us at [e-mail] to request accommodation.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Management and Manufacturing

• Industries

  Software Development

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