Manager, Customer Support

• 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.

• 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

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.

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.

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.

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.