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Job Description
MZLA Technologies Corporation is seeking a Manager of Customer Support Operations to spearhead the development of a modern and scalable support function for their 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.Responsibilities:- Build and manage the support function, defining workflows and service levels.
- Oversee support systems like Zendesk, setting up automations and reporting.
- Support multiple products, unifying approaches across free and paid services.
- Collaborate with community support to empower volunteer helpers.
- Drive self-service success by expanding the knowledge base and exploring automation.
- Handle vendor relationships, identifying and overseeing outsourced support partners.
- Own the support experience, defining the tone and voice of user-facing help.
- Analyze and optimize key metrics to improve efficiency and satisfaction.
- Coordinate across teams to resolve issues and advocate for user needs.
- 7+ years of experience in customer support roles, with 3+ years in leadership.
- Hands-on experience administering support platforms (Zendesk preferred).
- Proven success building or scaling support operations in a startup.
- Experience with technical product support and payment/billing support.
- Strong communication skills and comfort working with distributed teams.
- Passion for empowering users through documentation and community engagement.
- Experience supporting freemium, open-source, or B2C SaaS products.
- Fully remote work and schedule flexibility.
- Latest laptop and accessories.
- Annual remote work stipend.
- Monthly internet stipend.
- Professional development stipend.
- 24 days PTO per year.
- Comprehensive health, dental, and vision insurance.
- 401(k) contributions.
