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Staff Technical Support Manager, Enterprise
About this role
Mozilla seeks the Staff Technical Support Manager for Enterprise, to create and lead Mozilla’s first B2B technical support capability. The role involves designing the end-to-end support operation for Enterprise customers, including workflows, escalation, and vendor coordination, and serving as a bridge between customers, CX, Product and Engineering. It is an individual contributor position with broad ownership of the B2B support workflow and vendor relationships, and requires shaping future structure as the business grows. The role includes incident management, cross-functional collaboration, and driving continuous improvement based on demand, performance, and cost data.
What you would do
- Build and launch Mozilla's first B2B technical support capability with its operating model and processes.
- Manage external support vendor relationships end to end, including onboarding, planning, performance, invoicing, and renewals.
- Raise frontline Enterprise support capabilities through standards, training, playbooks, and escalation criteria; coordinate with product teams for releases.
- Forecast demand and capacity, balancing staffing, coverage, language needs, quality, cost and growth; advise on geographic or service model expansion.
- Define service objectives, metrics, dashboards and operating reviews for quality, speed, experience, productivity and cost.
- Hold vendors to performance, identify gaps, and lead improvement plans.
- Oversee escalation framework and handoffs to Engineering, Product, Security or partners; ensure context and continuity.
- Lead operational response to major B2B incidents, coordinating vendors and communications.
- Collaborate with Product, Engineering, Customer Success, Sales, Legal, Finance and Procurement to align commitments with capacity.
- Engage with customers in meetings as a trusted support partner and collect feedback to sustain confidence.
What they are asking for
- 5+ years in B2B or Enterprise technical support or related fields with direct Enterprise customer experience.
- Experience building or scaling a new support capability or transforming an existing operation.
- Experience managing outsourced support vendors or BPOs, including training, planning, QA, governance and corrective actions.
- Experience with vendor selection, contracts, budgets, forecasts, invoices, renewals, or related procurement processes.
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