Manager, Customer Support

Job Title: Manager, Customer Support

Job Level: M2

Location: Remote*, within approved U.S. states (see below)

*This is a remote role; however, candidates must reside in one of the following states  to be considered: Florida, Maryland, Massachusetts, Michigan, New Jersey, New York, North Carolina, or Virginia. This position operates on a Tuesday through Friday schedule with a 6:00 AM EST start time.

SmugMug's support team is experienced, technically capable, and ready to grow. As the Support Manager focused on operations and technology, you'll lead that growth from the front.

This role is equal parts people leader and systems thinker. You'll coach a team (partially EU-based) that's already leaning into development, contribute to a culture where accountability and curiosity coexist, and help people evolve their skills as the tools and expectations around them change. The best fit here leads with humility, thinks in systems, and stays genuinely flexible as the work evolves.

On the technical side, you'll own Zendesk administration and optimization, lead a subset of the team focusing on AI tooling evaluation and adoption, and the metrics that connect support operations to business outcomes: Cost per Ticket, Customer Effort Score. You'll work with cross-functional partners to translate that data into recommendations that move the business, not just the queue.

Compensation: Awesome is committed to fair and equitable compensation practices. The salary range for this role is $79,000- $114,100. This position is also remote-friendly, and as such, compensation will ultimately be in line with the location in which the position is filled. Various factors, such as defined competency leveling and geographic location, will determine the final compensation for this role.

Benefits: Health, dental, vision insurance with 100% premium coverage for you and dependents • Health Savings Account contributions covering 90%+ of annual deductible • 401(k) with company match and immediate vesting • Professional development and learning opportunities • Remote work support (internet, fitness, coworking space reimbursements) • Company-sponsored therapy and coaching sessions 

Your Opportunity:

Team Leadership
Lead and develop support team members with technical and operational focuses, helping them grow into work that makes the whole function smarter and more effective. Keep the team's day-to-day priorities connected to company goals, and make sure that connection is clear to the people doing the work. Contribute to your peer manager's evolution of individual and team metrics and accountability frameworks.

Zendesk Administration and Analytics
Own the operational health of the support function. Drive Zendesk optimization, automation, and tooling improvements that increase the team's capacity and reduce preventable contact volume. Dig into performance data, including Cost per Ticket, Contact Rate, and Customer Effort Score, to find high-value opportunities and build the case for change. Collaborate within CX to surface patterns from issue trends and ticket data, turning them into recommendations for leadership and cross-functional partners. Partner across the company to address support demand at its source, directly influencing customer retention and operational efficiency.

What You Bring:

• A track record managing customer support teams with a strong focus on operational performance, tooling, and data-informed decisions.
• Hands-on Zendesk administration experience. You don't need to know how to do everything, but you're comfortable trying, breaking, and trying again across configuration, automation, and workflow design.
• Growing experience balancing AI tooling with human-led support.
• Strong coaching instincts, especially with technically minded team members who are looking to grow in that direction.
• Confidence owning metrics and translating them into actionable insights for the business.
• Low ego, high standards. You share credit, stay open to feedback, and hold yourself accountable before you hold your team accountable.
• A track record of staying flexible and moving forward when the path isn't fully defined.

Beyond The Skills:

• This role requires a Tuesday–Friday schedule with a 6am EST start time
• This role reports to: Director, Customer Experience, SmugMug
• The systems we use include: Jira, Google Suite, Zendesk, Forethought, Slack, and Notion

What We Offer You:

**Comprehensive Benefits** 

- Health, dental, vision insurance - 100% premium coverage for employee and dependents 

-  HSA contributions covering 90%+ of annual deductible

- 401(k) with company match and immediate vesting

- An experimental 4-day work week

- Unlimited PTO (and we mean it!)

- Learning & development opportunities for personal and professional growth

- Remote work stipends (internet, fitness, coworking space)

- Company-sponsored therapy and coaching sessions

- Flexible spending accounts available 

- Company-sponsored phone plan

- A fully remote work environment (+ a coworking space reimbursement if you prefer)

***Applications will be accepted on an ongoing basis up until 8/7/26***

A Little About Us

Our purpose is simple: building a better world through the power of photography. For over two decades, we have led the photography industry and thrived as a private, mission-focused, values-led company. We are a Certified Evergreen brand. We are also a Certified Great Place to Work, Climate Neutral Certified, and members of the Conservation Alliance. 

We’re building iconic brands that connect people through photography and unleash the value of the stories they tell. We make products that thrill photographers of all types, crafting experiences that empower them to preserve their precious memories, share their art, and run their businesses. 

A career at Awesome is much more than a job. Our people come first, and we invest in their growth and prioritize their well-being. Your work will contribute to our mission while leaving a positive, lasting impact on our community and our world.

Our expanding family of brands includes SmugMug and Flickr.

Work Authorization: Candidates must be legally authorized to work in the U.S. Please note that we are unable to provide visa sponsorship for this position.

Location: This is a remote position, and candidates must be physically located in one of the following states: Florida, Maryland, Massachusetts, Michigan, New Jersey, New York, North Carolina, or Virginia.

All employees must perform work duties from a Company-approved location. Any change to your remote work location, whether temporary or permanent, requires prior approval from your manager and the People Team.

EEOC Statement:

Awesome seeks to thrill customers around the world, and building a diverse team is essential to our success. We are committed to providing equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, genetics, sexual orientation, gender identity or expression, marital status, veteran status, medical condition, or any other characteristic protected by applicable laws. We encourage diverse candidates to apply and are dedicated to fostering an inclusive and respectful workplace for all. We’re committed to providing equal opportunities and cultivating an inclusive culture. We believe that embracing diversity is integral to innovation and progress.

 ADA Requirements:

At Awesome, we strive to create an accessible and inclusive application and selection process. We are committed to providing reasonable accommodations to job applicants with disabilities to facilitate their participation in the recruitment, selection, and assessment processes. Should you require an accommodation, please contact our People Operations Team by email at jobs@smugmug.com, and we will work with you to meet your accessibility needs.

AI Use Restrictions:  

While we may encourage people to use AI systems during their role to help them work faster and more effectively, please do not use AI assistants during the application and during the interview processes. We want to understand your personal interest in Awesome without mediation through an AI system, and we also want to evaluate your non-AI-assisted skills.*

*This requirement does not apply to those who require the use of AI for necessary accommodations.