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. This foundational role ensures paid customers receive timely, high-quality support. You will build a support team, design systems and workflows, and set the standard for exceptional support, managing tools like Zendesk and establishing performance metrics. While primarily focused on paid users, you'll also oversee support for the free, open-source product, collaborating with internal and community teams. This remote, full-time position requires strong communication skills and works closely with staff across various countries and time zones. 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
• RRSP Pension Contributions
• Health, Dental, & Vision Insurance
• Disability/Income Protection Insurance
• Life Insurance
• Employee Assistance Program
• Paid Parental Leave
• Paid Sick Days