Manager, Customer Support Operations

Job Description

MZLA Technologies Corporation is seeking a Manager of Customer Support Operations to lead the development of a modern, scalable support function for its new paid subscription SaaS service. This role is foundational, ensuring paid customers receive timely, accurate, 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. Responsibilities:

• Build and manage the support function, defining workflows, service levels, and processes.
• Oversee support systems like Zendesk, setting up macros, triggers, automations, and reporting.
• Support multiple products, developing unified approaches across free desktop and mobile apps and paid web-based services.
• Collaborate with community support to empower and harness the energy of global volunteer helpers.
• Drive self-service success by expanding the knowledge base and exploring automation and AI tools.
• Handle vendor relationships, identifying and overseeing outsourced support partners as needed.
• Own the support experience, defining the tone, voice, and overall philosophy of user-facing help.
• Analyze and optimize key metrics like response time, CSAT, and ticket volume.
• Coordinate across teams to resolve issues and advocate for user needs.

Requirements:

• 7+ years of experience in customer support roles, including 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.

Benefits:

• 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
• RRSP Pension Contributions
• Health, Dental, & Vision Insurance
• Disability/Income Protection Insurance
• Life Insurance
• Employee Assistance Program
• Paid Parental Leave
• Paid Sick Days