Manager, Customer Support Operations

Mozilla; United States; Remote; USD 110,000 - 130,000; Full time

Job summary

A leading technology organization seeks a Manager for Customer Support Operations to establish a scalable support function for its new subscription service. Focused on building a strong team and efficient support systems, this remote role offers flexibility and a strong commitment to user success. The ideal candidate is a seasoned leader with extensive experience in customer support, particularly in technical and billing contexts, and will play a crucial part in enhancing the user experience for both paid and open-source products.

Benefits

Fully remote work & schedule flexibility

Latest Laptop and accessories

Annual Remote Work Stipend

Monthly Internet Stipend

Professional Development Stipend

Industry Conferences

24 days PTO per year (prorated)

401(k) / RRSP Pension Contributions

Disability/Income Protection Insurance

Employee Assistance Program

Qualifications

• 7+ years experience in customer support roles, including 3 years in leadership.
• Experience with technical product support and billing support.
• Strong communication skills and comfort with distributed teams.

Responsibilities

• Build and manage the support function: define workflows, service levels, and processes.
• Oversee support systems: own tools like Zendesk, set up macros, triggers, and reporting.
• Analyze and optimize: monitor key metrics like response time, CSAT, and ticket volume.

Skills

Communication

Collaboration

User empowerment

Tools

Zendesk

Job description

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.
• 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.
• 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
• US: $110,000 - $130,000 USD

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

• 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
• Public Holidays
• Other Paid Leave
• Wellbeing Stipend for Personal / Family Activities

Health & Family

• 401(k) / RRSP Pension Contributions
• Disability/Income Protection Insurance
• Life Insurance
• Employee Assistance Program
• 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.

At Mozilla, we’re serving humanity—by maintaining a safe, open internet—while alsohelping the individual humans employed here to reach their personal andprofessional goals. With a relatively small team serving hundreds of millions ofpeople, a culture of exploration, and a commitment to mentorship, opportunitiesabound to learn and grow at Mozilla.

• Purpose is built into our work, with our mission driving every decision
• We challenge assumptions, the status quo, ourselves, and each other
• We are transparent: in our code, our business partnerships, and our everydayinteractions
• We seek out people from diverse backgrounds and with perspectives differentfrom our own
• We pair purpose with performance and put people ahead of profit

Our impact is global

• 1000+ paid staff from over 30 countries
• Thousands of volunteer contributors across six continents
• 2 global offices: Berlin and Toronto
• 9 coworking space locations: San Francisco, San Mateo, London, Paris, Portland, Tulsa, Vancouver, Chicago, and Bellevue
• Hundreds of home offices globally

Our benefits are world-class

• Flexible work environment (majority of Mozillians work remotely)
• Industry-leading paid parental leave (up to 26 weeks of fully paid leave forchildbearing parents and up to 12 weeks for non-childbearing parents)
• Reimbursement for professional development (up to $3,000/year)
• A work setup including the latest hardware and software of your choice