Job Opportunities API

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.