Manager, Customer Support Operations - Remote

Overview

We’re looking for an experienced Manager, Customer Support Operations to lead the development of a modern, scalable support function for MZLA’s new paid subscription service. This is a foundational role responsible for ensuring that paid customers receive timely, accurate, and high-quality support as we expand our offerings beyond our well-known free desktop and mobile applications.

In Short

• 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.

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.

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 off.
• Year-end Company Shutdown.
• Health, Dental, & Vision Insurance.
• 401(k) / RRSP Pension Contributions.
• Paid Parental Leave.