Mozilla exists to build the Internet as a public resource accessible to all because we believe that open and free is better than closed and controlled. When you work at Mozilla, you give yourself a chance to create a difference in the lives of Web users everywhere. And you give us a chance to make a difference in your life every single day. Join us to work on the Web as the platform and help build more opportunity and innovation for everyone online.
Do you have experience providing support to multiple products with diverse product offerings? Can you play a meaningful role in ensuring the efficiency, effectiveness, and quality of our customer experiences? Are you a strategic problem solver, have a passion for process improvement, and enjoy working in a multifaceted, global environment? We are looking for an experienced and motivated Support Operations Specialist to drive operational support work across Mozilla’s subscription products, account services, and more.
Build and facilitate the rollout of innovative support strategies for existing and new products.
Define and implement standard operating procedures for addressing support inbound from general and high-touch users in order to maintain service level agreements for a range of products.
Facilitate knowledge base updates, community communications, and quality assurance optimization for subscription product support.
Handle the scheduling and queue prioritization for the frontline support team across supported products and competing priorities.
Create agent-specific service metrics and dashboards to evaluate the efficiency and quality of support provided.
Research and facilitate the implementation of tools and processes to enhance the speed and impact of customer support with an eye towards optimization and continuous improvement.
Collaborate with Product Support Managers to collect any product information necessary to successfully respond to customer inquiries as well as surface voice of the customer sentiment and use cases for consideration in product optimization.
Engage with partner teams, including Product, Marketing, PR, and Legal, to coordinate effective support solutions and establish insights reports and dashboards to share with partners.
What you will bring:
3+ years of experience in delivering frontline customer service, preferably in a global organization.
Experience in running operational support for diversified products and across multiple platforms.
Proven understanding of common customer service tools and processes.
Proven track record of process improvements and support optimizations.
Strong leadership and team motivation skills.
Experience in team scheduling and day-to-day agent management.
Excellent engagement and communication skills.
Strong internal networking and engagement skills with cross-department collaborators.
Familiarity with Zendesk ticketing CRM
Familiarity with Stripe payment processing systems
Experience building agent metric dashboards
Knowledge of Google analytics and visualization tools like Looker Studio
Mozilla exists to build the Internet as a public resource accessible to all because we believe that open and free is better than closed and controlled. When you work at Mozilla, you give yourself a chance to make a difference in the lives of Web users everywhere. And you give us a chance to make a difference in your life every single day. Join us to work on the Web as the platform and help create more opportunity and innovation for everyone online.
Commitment to diversity, equity, inclusion, and belonging
Mozilla understands that valuing diverse creative practices and forms of knowledge are crucial to and enrich the company’s core mission. We encourage applications from everyone, including members of all equity-seeking communities, such as (but certainly not limited to) women, racialized and Indigenous persons, persons with disabilities, persons of all sexual orientations, gender identities, and expressions.
We will ensure that qualified individuals with disabilities are provided reasonable accommodations to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment, as appropriate. Please contact us at email@example.com to request accommodation.
We are an equal opportunity employer. We do not discriminate on the basis of race (including hairstyle and texture), religion (including religious grooming and dress practices), gender, gender identity, gender expression, color, national origin, pregnancy, ancestry, domestic partner status, disability, sexual orientation, age, genetic predisposition, medical condition, marital status, citizenship status, military or veteran status, or any other basis covered by applicable laws. Mozilla will not tolerate discrimination or harassment based on any of these characteristics or any other unlawful behavior, conduct, or purpose.
Req ID: R2321
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