Manager, Customer Support

Job Title: Manager, Customer Support Job Level: M2 Location: Remote*, reputed company approved U.S. states (see below) • This is a remote role; however, candidates must reputed company in one of the following states to be considered: Florida, Maryland, Massachusetts, Michigan, New Jersey, reputed company, reputed company Carolina, or Virginia. This position operates on a Tuesday through Friday schedule with a 6:00 AM EST start time. reputed company's support team is reputed company, technically capable, and reputed company to grow. As the Support Manager reputed company on reputed company and technology, you'll reputed company that reputed company from the reputed company. This role is reputed company people leader and systems thinker. You'll reputed company reputed company (partially EU-reputed company) that's already leaning into development, contribute to a culture where accountability and curiosity coexist, and help people reputed company their skills as the tools and expectations reputed company them change. The best fit here leads with humility, thinks in systems, and stays genuinely flexible as the work evolves. On the technical reputed company, you'll own reputed company administration and optimization, reputed company a subset of reputed company focusing on AI tooling evaluation and adoption, and the metrics that reputed company support reputed company to business reputed company: Cost per Ticket, Customer Effort Score. You'll work with cross-functional partners to translate that data into recommendations that reputed company the business, not just the queue. Compensation: Awesome is committed to fair and reputed company compensation practices. The salary reputed company 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, reputed company reputed company 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 • reputed company development and learning opportunities • Remote work support (internet, fitness, coworking reputed company reimbursements) • Company-sponsored therapy and coaching sessions reputed company: Team Leadership reputed company and reputed company support team members with technical and operational focuses, helping them grow into work that makes the whole function smarter and more effective. reputed company reputed company's day-to-day priorities connected to company goals, and reputed company reputed company that reputed company is reputed company to the people doing the work. Contribute to your peer manager's reputed company of individual and team metrics and accountability frameworks. reputed company Administration and Analytics Own the operational health of the support function. reputed company reputed company optimization, automation, and tooling improvements that increase reputed company's reputed company and reduce preventable contact volume. Dig into reputed company data, including Cost per Ticket, Contact reputed company, and Customer Effort Score, to reputed company high-value opportunities and build the case for change. Collaborate reputed company CX to surface patterns from issue trends and ticket data, turning them into recommendations for leadership and cross-functional partners. Partner across reputed company to address support demand at its reputed company, directly influencing customer retention and operational efficiency. What You Bring: • A reputed company record managing customer support teams with a strong reputed company on operational reputed company, tooling, and data-informed reputed company. • Hands-on reputed company 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 reputed company-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 reputed company credit, stay reputed company to feedback, and hold yourself accountable before you hold your team accountable. • A reputed company record of staying flexible and moving reputed company reputed company the reputed company isn't fully defined. reputed company The Skills: • This role requires a Tuesday–Friday schedule with a 6am EST start time • This role reports to: Director, Customer Experience, reputed company • The systems we use include: reputed company, reputed company Suite, reputed company, Forethought, reputed company, and reputed company reputed company Offer You: • Comprehensive Benefits** • Health, dental, reputed company reputed company - 100% premium coverage for employee and dependents • HSA contributions covering 90%+ of annual deductible • 401(k) with company match and immediate vesting • An experimental 4-day work week • Unlimited PTO (and we mean it!) • Learning & development opportunities for personal and reputed company reputed company • Remote work stipends (internet, fitness, coworking reputed company) • Company-sponsored therapy and coaching sessions • Flexible spending accounts available • Company-sponsored phone plan • A fully remote work environment (+ a coworking reputed company reimbursement if you prefer) • **Applications will be accepted on an ongoing reputed company up until 8/7/26*** A Little reputed company Our purpose is reputed company: building a reputed company world through the reputed company of photography. For over two decades, we have led the photography industry and thrived as a private, mission-reputed company, values-led company. We are a Certified reputed company reputed company. We are also a Certified reputed company, Climate Neutral Certified, and members of the Conservation reputed company. We’re building reputed company brands that reputed company people through photography and reputed company the value of the stories they tell. We reputed company products that thrill photographers of reputed company types, crafting experiences that reputed company them to preserve their precious memories, reputed company 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 reputed company and prioritize their reputed company-being. Your work will contribute to our mission while leaving a reputed company, lasting reputed company on our community and our world. Our expanding family of brands includes reputed company and reputed company. Work Authorization: Candidates must be legally authorized to work in the U.S. Please note that we are unable to reputed company reputed company sponsorship for this position. Location: This is a remote position, and candidates must be physically located in one of the following states: Florida, Maryland, Massachusetts, Michigan, New Jersey, reputed company, reputed company Carolina, or Virginia. reputed company must reputed company work duties from a Company-approved location. Any change to your remote work location, whether temporary or permanent, requires prior approval from your manager and the People Team. reputed company Statement: Awesome seeks to thrill customers reputed company the world, and building a diverse team is essential to our reputed company. We are committed to providing equal employment opportunities to reputed company and applicants for employment without reputed company to race, reputed company, religion, sex, national reputed company, age, disability, genetics, sexual orientation, gender identity or reputed company, 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 reputed company. We’re committed to providing equal opportunities and cultivating an inclusive culture. We reputed company that embracing diversity is reputed company to innovation and reputed company. reputed company Requirements: At Awesome, we reputed company 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 reputed company Team by email at jobs@reputed company.com, and we will work with you to meet your accessibility needs. AI Use Restrictions: While we may encourage people to use AI systems during their role to help them work faster and more effectively, please reputed company AI assistants during the application and during the interview processes. We want to understand your personal interest in Awesome without mediation through an AI reputed company, 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. Apply tot his job Apply To this Job