Manager, Customer Support Operations

Summary

Join MZLA Technologies Corporation as a Manager, Customer Support Operations to lead the development of a modern, scalable support function for their new paid subscription service. Build a support team, design and implement systems and workflows, and set the standard for exceptional support. Manage tools like Zendesk, establish performance metrics, and identify opportunities for self-service and automation. Oversee support operations for the free, open-source product, collaborating with internal teammates and community contributors. This remote, full-time position requires strong communication skills and works closely with staff across Canada, the US, and Europe. The role involves managing a small team and reporting to the Managing Director, Operations. Applicants in the Eastern/Central Standard time zones are strongly preferred.

Requirements

• 7+ years 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

Responsibilities

• 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 resolve issues and advocate for user needs

Preferred Qualifications

• Experience working with open-source communities or volunteer support models
• Knowledge of AI support tools or chatbot implementation
• Background in donor-supported or mission-driven organizations
• German, French, Japanese, or any language proficiency in addition to English

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