Note: The job is a remote job and is open to candidates in USA. Flickr is a company focused on building a better world through photography, and they are seeking a Manager for their Customer Support team. The role involves leading and developing a support team while optimizing operational performance through data analysis and Zendesk administration.
Responsibilities
- 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
- Keep the team's day-to-day priorities connected to company goals, and make sure that connection is clear to the people doing the work
- Contribute to your peer manager's evolution of individual and team metrics and accountability frameworks
- 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
Skills
- 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
- Candidates must be legally authorized to work in the U.S
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
- An experimental 4-day work week
- Unlimited PTO (and we mean it!)
- Learning & development opportunities for personal and professional growth
- Flexible spending accounts available
- Company-sponsored phone plan
- A fully remote work environment (+ a coworking space reimbursement if you prefer)
Company Overview