Customer service jobs in New York, NY

About the role

As the Support Manager focused on operations and technology, you'll lead that growth from the front. This role is equal parts people leader and systems thinker. You'll coach a team (partially EU-based) that's already leaning into development, contribute to a culture where accountability and curiosity coexist, and help people evolve their skills as the tools and expectations around them change. The best fit here leads with humility, thinks in systems, and stays genuinely flexible as the work evolves.

What you'll bring

• 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

Benefits

Locations