Customer Support Manager, SmugMug

At Awes.me, Inc. (“Awesome”), the parent company for our expanding family of brands including SmugMug, Flickr, and TWiP (This Week in Photo), our customers are at the heart of everything we do. We are driven by the value of Thrilling our Customers, with empathy and proactivity being central to continuously enhancing the customer experience. To keep providing the best possible experience, we are looking for a world-class Customer Support Manager to join our exceptional Customer Support team.

As a Customer Support Manager, you'll lead a dedicated and experienced team that is deeply passionate about our product. Your role will be to cultivate a supportive and innovative environment where the team can excel and enhance customer experiences. With their extensive knowledge, this team is uniquely positioned to achieve outstanding results. You'll be instrumental in driving positive change by harnessing the team's enthusiasm to consistently enhance our support processes and outcomes.

Awesome is committed to fair and equitable compensation practices. The salary range for this role is $94,000 - $146,000. 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.

Your Opportunity:

• Manage the daily operations of the Support team, ensuring quality, timely and effective resolution of customer issues.
• Provide coaching, mentoring, and learning opportunities to direct reports to foster professional growth and improve team performance.
• Apply existing policies to guide the team, and take ownership of identifying opportunities for improvement, designing process, and policy changes.
• Analyze trends and themes within the team and from customer feedback, and draft business cases for solutions which address high-value opportunities.
• Work closely with the other CX teams, Success and Insights, contributing to a cohesive customer experience. 
• Engage in cross-functional collaboration to achieve project objectives and update senior management on progress related to key goals and objectives.
• Demonstrate an understanding of how day-to-day work aligns with broader company financial goals and contribute to budget management within the department.

What You Bring:

• Proven experience in managing and leading customer support teams, with a focus on team development, performance measurement, and efficiency.
• Skilled in mentoring and coaching team members at all levels, fostering a culture of continuous learning and development.
• Expertise in overseeing internal quality assurance processes, goal-setting, and other standard support practices.
• Excellent verbal and written communication skills, with the ability to convey information and updates effectively across all organizational levels.
• Passionate about delivering exceptional customer experiences with a proactive approach to solving customer issues.
• Strong ability to analyze customer feedback and operational metrics to drive continuous improvement. Exhibits comfort with new technologies and data.

Beyond The Skills:

• This role reports to SmugMug’s Director of Customer Experience.
• The systems we use include: Jira, Google Suite, Zendesk, and Slack
• Located in or willing to work during EST timezone hours.

What We Offer You: 

❤️‍🩹 Comprehensive medical, dental and vision benefits with premiums covered at 100% for you and your dependents

💰 HSA contributions to cover over 90% of your deductible

🌴 Unlimited PTO (and we mean it!)

💻 A fully remote work environment (+ a coworking space reimbursement if you prefer)*

📆 An experimental 4-day work week, starting November 1, 2024

📱 Company sponsored phone plan

🧘‍♀️ Reimbursements for internet and fitness memberships

🤗 Company sponsored therapy and professional coaching sessions

💵 Generous 401k match with immediate vesting

🧑‍🧑‍🧒‍🧒 Fertility & family-building benefits

🎓 Numerous learning & development opportunities for personal and professional growth

✈️ Annual company retreat

🙌 Much more!

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,