Experienced Manager, Customer Support Operations – Web & Cloud Application Development

At arenaflex, we're on a mission to revolutionize the way people interact with technology. As a wholly-owned, for-profit subsidiary of the Mozilla Foundation, we're proud to be the home of Thunderbird, a global, free, and open-source email and productivity app. With a team of 40+ staff across seven countries and time zones, we're part of the larger Mozilla family but maintain our distinct and independent identity and operations from both the Mozilla Foundation and Mozilla Corporation. Our organizational culture is driven by our mission to foster openness and transparency as a member of the open-source community. We lean into collaboration, creativity, and diversity, bringing a hearty dose of scrappy grit and resilience to our lively and spirited team. Our operating principles leverage data-informed decisions, ownership, speed, and efficiencies to elevate our work and deliver innovative and impactful solutions to our users.

The Opportunity:

We're looking for an experienced Manager, Customer Support Operations to lead the development of a modern, scalable support function for arenaflex'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.

Key Responsibilities:

* Build and manage the support function, defining workflows, service levels, and processes for both technical and billing/donor support

• Oversee support systems, owning tools like Zendesk (or similar) and setting up macros, triggers, automations, and reporting
• Support multiple products, developing unified approaches across our free desktop and mobile apps and our paid web-based services
• Collaborate with community support, partnering with our Community Team to empower, recognize, and harness the energy of our global volunteer helpers
• Drive self-service success, expanding our knowledge base and exploring smart automation and AI tools to improve deflection and self-help
• Handle vendor relationships, identifying and overseeing any outsourced support partners as needed
• Own the support experience, defining the tone, voice, and overall philosophy of user-facing help
• Analyze and optimize, monitoring key metrics like response time, CSAT, and ticket volume, and using insights to improve efficiency and satisfaction
• Coordinate across teams, working closely with product and engineering to resolve issues and advocate for user needs

Essential Qualifications:

* 7+ years of 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

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

What You'll Get:

* Competitive salaries, benchmarked to local markets and targeting the 60th percentile of the peer market

• Comprehensive benefits package designed to support your whole self
• Fully remote work and 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, and Vision Insurance
• Disability/Income Protection Insurance
• Life Insurance
• Employee Assistance Program
• Paid Parental Leave
• Paid Sick Days

Work Environment and Company Culture:

At arenaflex, we're committed to fostering a culture of openness, transparency, and collaboration. We believe in the value of diverse creative practices and forms of knowledge, and we know that diversity, equity, and inclusion are crucial to and enrich our core mission. We're an equal opportunity employer and do not discriminate on the basis of race, religion, 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.

How to Apply:

If you're excited by the opportunity to build something from the ground up, care deeply about helping users succeed, and thrive in a mission-driven, remote-first environment, we encourage you to apply. Please submit your application through our website, including your resume, cover letter, and any relevant work samples or references. We can't wait to hear from you! Apply for this job