Firefox Desktop Support Lead | Mozilla corporation | US West Coast Time Zone preferred, CA, United States

Firefox Desktop Support Lead | Mozilla corporation | US West Coast Time Zone preferred, CA, United States

Firefox Desktop Support Lead

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Team:

Support

Locations:

US West Coast Time Zone preferred, CA, United States

Mozilla is a unique place where paid and volunteer contributors work to put users in control of their online experience. We make our users successful by ensuring that Mozilla keeps its promise to them in every touch point with our products, services and content. We show users how to be awesome with our products through scalable education, personalized help and global community support. And as the true voice of the user, we teach Mozilla what users need through powerful user advocacy and feedback.

Mozilla is seeking an experienced application support lead focusing on the support experience for our Firefox Desktop users. While we will rely on you as the Firefox Desktop Support subject matter expert, we also require hands-on, User-facing interaction on a daily basis.  You will work with our User Advocacy team and Content Manager to make sure that our knowledge base is up to date.  You will also answer questions and interact regularly with our users in the forum to stay on top of new trends and issues.

Responsibilities
    *    Help define the Firefox Desktop support experience by offering insights into support strategy, goals setting, and ensuring that KPI targets are met.
    *    Be the Firefox Desktop subject matter expert by learning the product inside and out, meeting with stakeholders to stay on top of all releases and reading & answering forum threads.
    *    Collaborate with the Content Manager and User Advocacy team to identify and fill Knowledge Base content gaps, update existing content and help build an efficient and scalable Information Architecture for Desktop Firefox.
    *    Collaborate with User Advocacy team and community managers to make sure the User Success team & contributors are aware of any breaking issues and have the information they need to provide world class support in our user-to-user channels.

Requirements
    *    Minimum 3 years building a world class support experience
    *    Minimum 2 years experience providing technical customer support
    *    Ability to recite every about:config preference, backwards, in your sleep
    *    Proven project management skills: documenting internal processes and procedures related to duties and responsibilities
    *    Ability to handle multiple ongoing projects with excellent time management
    *    Insane levels of self-motivation with the ability to deliver strong results in a geographically distributed team
    *    Ability to communicate ideas clearly and concisely to stakeholders of every background
    *    Interpersonal skills: Must be able to interact and communicate with customers and peers. Active listening and customer empathy are absolute musts


http://careers.mozilla.org/en-US/position/oe2TYfwR