Manager, Customer Support
BoulevardSalary not specified
- Full Time
- Junior (1 to 2 years)
Not SpecifiedCompensation
Senior (5 to 8 years)Experience Level
Full TimeJob Type
UnknownVisa
Information Technology & Services, Software Development, Open Source SoftwareIndustries
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 essential, along with the ability to collaborate effectively with diverse teams across multiple time zones.
Responsibilities
As Manager, Customer Support Operations, you will be responsible for building and managing the support function for MZLA’s paid subscription service, overseeing support systems like Zendesk, establishing performance metrics, and identifying opportunities for self-service and automation. You will also oversee support operations for the free, open-source product, collaborating with internal teams and community contributors to ensure consistency and quality. Furthermore, you will manage a small team, define workflows and service levels, and own the support experience, including its tone, voice, and philosophy.
Skills
Customer Support Operations
Support Systems
Workflow Design
Tools like Zendesk
Performance Metrics
Team Building
Support Standard Development
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