Mozilla

Manager, Customer Support Operations

Canada

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Not SpecifiedCompensation

Junior (1 to 2 years)Experience Level

Full TimeJob Type

UnknownVisa

Open Source Software, Biotechnology, Software SupportIndustries

Requirements

The ideal candidate should possess experience in managing customer support operations, with a strong understanding of service level agreements, workflow design, and performance metrics. They should have experience with support systems such as Zendesk, and a demonstrated ability to build and manage support teams. Strong written and verbal communication skills are required, as is the ability to collaborate effectively across various time zones and virtual communication platforms. Applicants in Eastern/Central Standard time zones are strongly preferred.

Responsibilities

As Manager, Customer Support Operations, you will be responsible for building and managing the support function for MZLA’s paid subscription service, designing and implementing systems and workflows, setting the standard for exceptional support, overseeing support operations for the free, open-source product, collaborating with internal teams and community contributors, driving self-service success through knowledge base expansion and automation, handling vendor relationships, and owning the support experience by defining the tone, voice, and overall philosophy of user-facing help. You will also analyze and optimize support metrics to improve efficiency.

Skills

Customer Support

Support Operations

Team Building

Workflow Design

Tools Management (Zendesk)

Performance Metrics

Scalability

Support Systems

Mozilla

Not-for-profit organization promoting internet health

About Mozilla

Mozilla operates as a not-for-profit organization focused on promoting an open and accessible internet. Its main product is the Firefox browser, which emphasizes user privacy and security. Mozilla generates revenue through partnerships and search engine royalties, allowing it to reinvest in projects that enhance internet health rather than distributing profits to shareholders. This commitment to user empowerment and ethical practices sets Mozilla apart from traditional for-profit tech companies. Additionally, Mozilla engages in advocacy and educational initiatives through the Mozilla Foundation, supporting open-source projects and internet literacy programs. The goal of Mozilla is to create a better internet for everyone by prioritizing user-centric products and fostering a healthier online ecosystem.

Key Metrics

Mountain View, CaliforniaHeadquarters

1998Year Founded

$3.4MTotal Funding

GRANTCompany Stage

Consumer Software, Social Impact, CybersecurityIndustries

1,001-5,000Employees

Manager, Customer Support Operations

Requirements

Responsibilities

Skills

Mozilla

About Mozilla

Key Metrics

Benefits

Insurance, Health & Wellness. Health Insurance.

Financial & Retirement.

401k Plan

Family & Parenting.

Work From Home.

Vacation & Time Off.

Perks & Discounts. Free Lunch or Snacks.

Risks

Privacy complaint against Mozilla could damage its reputation as a privacy-focused organization.

Layoffs at Mozilla Foundation may disrupt operations and affect innovation.

Integration challenges may arise from Anonym's acquisition due to cultural differences.

Differentiation

Mozilla operates as a not-for-profit, prioritizing user empowerment over profit.

Mozilla reinvests revenue into mission-driven projects, unlike traditional for-profit companies.

Mozilla's open-source technology and privacy focus distinguish it in the tech industry.

Upsides

Mozilla's acquisition of Anonym enhances its privacy and security offerings.

The launch of Mozilla Monitor Plus meets growing demand for privacy solutions.

Laura Chambers' appointment as CEO may bring strategic insights to Mozilla.