Cross Product Support Team

Mission

The Cross Product Support team exists to enable Firefox users to have a delightful experience at all times.

In other words, we simplify the experience of being helped.

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 in scalable channels where any contribution helps more than a single user. Our channel mix strategy maximize the value of each contribution, that's 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.

Responsibilities

Foster and nurture a multilingual support community.
Drive the changes of the software that enables all the support activities at Mozilla.
Create and promote a 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 - Cross Products 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