Key skills
Customer Support ManagementOperational Performance ManagementSupport Platform AdministrationZendesk AdministrationSupport AutomationData-Driven Decision MakingPerformance Metrics AnalysisAI Tooling IntegrationCoachingAILeadership
About this role
Flickr is a mission-focused company dedicated to building a better world through photography. They are seeking a Support Manager to lead the support team, optimize operational health, and drive performance improvements through data analysis and tool enhancements.
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
- Own the operational health of the support function. You’ll focus on driving 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
- Partner with the Insights Team to bring information from ticket trends, refund patterns, and contact drivers, and turn them into clear recommendations for leadership and cross-functional partners
- Partner across the company to address support demand at its source, directly influencing customer retention and the efficiency of how we operate
- 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
Requirements:
- Experience managing customer support teams with a strong focus on operational performance, tooling, and using data to drive decisions
- Experience balancing AI tooling with human-led support
- Hands-on experience with support platforms and automation. Zendesk admin experience required
- Confidence owning metrics and translating them into actionable tasks
- Strong coaching instincts, especially with team members who are technically minded and looking to grow in that direction
- The ability to connect what the support team does every day to broader business outcomes and communicate that clearly across the organization
- A track record of holding yourself and your team accountable to defined outcomes, not just effort