Desktop & Cross Product Support Team
If you're looking for contact detail for Mozilla Support platform, please see this article.
Mission
The Desktop & Cross-Product Support team exists to enable users of Firefox and related services to have a delightful experience at all times. In other words, we simplify the experience of being helped.
The two main things we own are:
- Desktop: We have end-to-end responsibility for supporting our 400+ Million desktop Firefox users.
- Cross-Product: We are also responsible for the aspects of SUMO that cut across all of Mozilla's products and services (Firefox, Firefox OS, Marketplace, Persona). This includes community, platform, and content management.
Our Values
The Desktop and Cross-Product Support team works with users and Mozillians to provide a best in class support experience to every Firefox user, regardless of the product they use. Our success is founded in 3 principles:
- Community Centric: Our group has no opportunity to succeed without a devoted community of contributors. We put community first and foremost. Our community volunteers to improve the Help Articles, translate Articles to all the available locales, create new help documentation, answer questions in the support forum, support users on social media and participate in all support related activities for the benefit of our users.
- Scalability based on one-to-many channels: Because of the challenge of providing good support to 400M+ Firefox users, we rely on scalable channels where any contribution helps more than a single user. Our channel mix strategy maximize the value of each contribution, which is why we focus on Help Articles, Support Forums and Social Media channels.
- Service oriented organization: While we own the help and support of our Firefox for Desktop users, this team provides the necessary infrastructure to paid and non-paid Mozillians to offer support to every single user of every single Firefox product. We are responsible for the support.mozilla.org web platform, providing support for Mozilla's entire product family (Firefox, Firefox OS, Marketplace, Persona, etc).
Responsibilities
- Foster and nurture a multilingual support community.
- Drive the changes of the web platform software (support.mozilla.org) that enables all the support activities at Mozilla.
- Create and promote high standard support content that helps and educates users.
- Keep contributors and users updated on recent issues and upcoming features around Firefox, with a particular focus on Desktop.
- Integrate the support of new Mozilla products in the help and support strategy.
Team Members
Madalina Ana - Community Manager
Email: mana@mozilla.com
IRC: madalina
Rosana Ardila - Community Manager
Email: rardila@mozilla.com
IRC: rosana
Ibai Garcia - Desktop & Cross-Product Support Manager
Email: ibai@mozilla.com
IRC: ibai
Kadir Topal - Support Platform Product Manager
Email: atopal@mozilla.com
IRC: Topal
Michael Verdi - Content Manager
Email: mverdi@mozilla.com
IRC: verdi
