Manager, Customer Support
New
S
SmugMugPhotography
Candidates must reside in one of the following states to be considered: Florida, Maryland, Massachusetts, Michigan, New Jersey, New York, North Carolina, or Virginia., 6:00 AM EST start timeFull-TimeManager
Salary79,000 - 114,100 USD per year
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Job Details
- Required Skills
- People ManagementJiraData analyticsGoogle WorkspaceSlackZendeskNotion
Requirements
- Track record managing customer support teams with a focus on operational performance, tooling, and data-informed decisions.
- Hands-on Zendesk administration experience including configuration, automation, and workflow design.
- Experience balancing AI tooling with human-led support.
- Strong coaching instincts for technically minded team members.
- Confidence owning and translating metrics into actionable business insights.
- Demonstrated ability to be flexible and move forward when the path is not fully defined.
- Available for a Tuesday–Friday schedule with a 6am EST start time.
- Low ego and ability to hold self and team accountable.
Responsibilities
- Lead and develop support team members with technical and operational focuses.
- Own the operational health of the support function and drive Zendesk optimization, automation, and tooling improvements.
- Analyze performance data including Cost per Ticket, Contact Rate, and Customer Effort Score to identify high-value opportunities.
- Collaborate within CX to surface issue trends and build the case for change.
- Partner across the company to address support demand at its source and improve retention and efficiency.
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