Job Title: Manager, Customer Support

Job Level: M2

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

SmugMug's support team is technically minded, experienced, and ready to impact the business in new ways. As the Support Manager focused on operations and technology, you'll own the tools, data, and systems thinking that get them there. That means Zendesk optimization and automation, performance metrics like Cost per Ticket and Customer Effort Score, and partnering with the Insights Team to turn contact patterns into recommendations that move the business. You'll coach a team that's already leaning into growth, hold yourself and them accountable to defined outcomes, and help build a support function that measurably shapes retention and efficiency.

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:

• 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
• Own the operational health of the support function. You’ll focus on driving 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
• Partner with the Insights Team to bring information from ticket trends, refund patterns, and contact drivers, and turn them into clear recommendations for leadership and cross-functional partners
• Partner across the company to address support demand at its source, directly influencing customer retention and the efficiency of how we operate
• 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

What You Bring:

• Experience managing customer support teams with a strong focus on operational performance, tooling, and using data to drive decisions
• Experience balancing AI tooling with human-led support
• Hands-on experience with support platforms and automation. Zendesk admin experience required 
• Confidence owning metrics and translating them into actionable tasks
• Strong coaching instincts, especially with team members who are technically minded and looking to grow in that direction
• The ability to connect what the support team does every day to broader business outcomes and communicate that clearly across the organization
• A track record of holding yourself and your team accountable to defined outcomes, not just effort

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 5/15/26***

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: California, Colorado, Florida, Illinois, Maryland, Massachusetts, Michigan, Minnesota, Nevada, New Jersey, New York, North Carolina, Oregon, Texas, Utah, Virginia, and Washington.

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 [email protected], 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.