Enterprise Support Operations Manager
Job Summary
As the first dedicated B2B support operations leader, the remote Staff Technical Support Manager, Enterprise will build and launch Mozilla's initial B2B support operations, managing external vendor relationships and ensuring high-quality technical support for organizations using Mozilla products.
Key responsibilities:
- Build and launch the B2B support operations capability, including workflows and governance
- Manage external support vendor relationships, including performance management and training
- Lead operational responses to major B2B incidents, coordinating communications and resolutions
Required qualifications:
- 5+ years of experience in B2B or enterprise technical support operations or related fields
- Proven experience in building or scaling support operations
- Experience managing outsourced support vendors, including performance governance
- Familiarity with support platforms like Zendesk and issue-tracking systems like Jira
- Strong knowledge of enterprise support practices, including incident and problem management
Complete Job Description
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