Manager, Customer Support Operations

Why Thunderbird?

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 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 r