Manager, Customer Support Operations

Job Description

MZLA Technologies Corporation is seeking a Manager of Customer Support Operations to spearhead the development of a modern, scalable support function for Thunderbird's new paid subscription SaaS service. This role is pivotal in ensuring paid customers receive timely and high-quality support as the company expands its offerings. The Manager will build a support team, design and implement systems and workflows, and set the standard for exceptional support.This position involves managing tools like Zendesk, establishing performance metrics, and identifying opportunities for self-service and automation. While the primary focus is on paid users, the role also oversees support operations for the free, open-source product, collaborating with internal teammates and community contributors.What this role involves:

• Building and managing the support function, defining workflows, service levels, and processes.
• Overseeing support systems, including tools like Zendesk, setting up macros, triggers, automations, and reporting.
• Supporting multiple products, developing unified approaches across free desktop and mobile apps and paid web-based services.
• Collaborating with community support, partnering with the Community Team to empower and harness the energy of global volunteer helpers.
• Driving self-service success, expanding the knowledge base, and exploring smart automation and AI tools.
• Handling vendor relationships, identifying and overseeing any outsourced support partners.
• Owning the support experience, defining the tone, voice, and overall philosophy of user-facing help.
• Analyzing and optimizing key metrics like response time, CSAT, and ticket volume.
• Coordinating across teams, working closely with product and engineering to resolve issues and advocate for user needs.

Requirements:

• 7+ years of experience in customer support roles, including at least 3 years in a leadership or management capacity.
• Hands-on experience administering support platforms (Zendesk preferred).
• Proven success building or scaling support operations in a startup or growth-stage company.
• Experience with technical product support and payment/billing support.
• Strong communication skills and comfort working with distributed, cross-functional teams.
• Passion for empowering users through documentation, automation, and community engagement.
• Experience supporting freemium, open-source, or B2C SaaS products.
• A collaborative mindset and willingness to build systems from the ground up.

What MZLA Technologies Corporation offers:

• Fully remote work & schedule flexibility
• Latest Laptop and accessories
• Annual Remote Work Stipend
• Monthly Internet Stipend
• Professional Development Stipend
• Industry Conferences
• 24 days PTO per year (prorated)
• Your Birthday
• Year-end Company Shutdown
• Wellbeing Days
• Public Holidays
• Other Paid Leave
• Wellbeing Stipend for Personal / Family Activities
• 401(k) / RRSP Pension Contributions
• Health, Dental, & Vision Insurance
• Disability/Income Protection Insurance
• Life Insurance
• Employee Assistance Program
• Paid Parental Leave
• Paid Sick Days