Job Title: Manager, Customer Support
Location: Remote*, within approved U.This is a remote role; 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.
This position is also remote-friendly, and as such, compensation will ultimately be in line with the location in which the position is filled. 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
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. 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.
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.
- A track record of staying flexible and moving forward when the path isn't fully defined.
This role reports to: Director, Customer Experience, SmugMug
- Jira, Google Suite, Zendesk, Forethought, Slack, and Notion
Health, dental, vision insurance - 100% premium coverage for employee and dependents
- 401(k) with company match and immediate vesting
- Learning & development opportunities for personal and professional growth
- Remote work stipends (internet, fitness, coworking space)
- 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***
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.
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.
Location: This is a remote position, and candidates must be physically located in one of the following states: Any change to your remote work location, whether temporary or permanent, requires prior approval from your manager and the People Team.
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 believe that embracing diversity is integral to innovation and progress.
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] 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.*
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