Manager / Senior Manager, Customer Support Full Time

YOU ARE

We are looking for a Manager/Senior Manager, Customer Support who thrives in a player-coach model, someone who leads by doing. You will own the support function end-to-end and across all of WMT’s customers and products: building and developing a team, implementing and improving the processes and systems by which we deliver support, driving best practices across every touchpoint, and ensuring SLAs and key metrics are rigorously tracked, managed, and continuously improved. A key part of this role is leveraging AI tools, automation, and knowledge bases to deflect volume, speed up resolution, and scale the team’s impact before scaling headcount. You will not just set the standard, you will model it, rolling up your sleeves to handle complex tickets, projects, escalations, and client relationships directly.

This role is ideal for a senior support professional who brings both operational discipline and a genuine passion for delivering exceptional client experiences.

YOUR IMPACT AND AREAS OF FOCUS

• Lead, mentor, and grow a team of support specialists, setting performance expectations, running 1:1s and team meetings, and building a high-accountability, empathetic support culture
• Serve as a hands-on individual contributor, handling tier-1/tier-2/tier-3 escalations, complex technical issues, and high-priority client requests directly
• Own the end-to-end support experience across the entirety of WMT’s customer base and product offerings from initial triage through resolution, ensuring SLA targets and customer satisfaction goals are consistently met
• Implement and/or improve upon support platforms used to set both team members and customers up for success
• Drive support automation through AI-powered tools, chatbots, and intelligent ticket routing to reduce manual effort and improve response times
• Build, maintain, and continuously improve a comprehensive knowledge base that empowers clients to self-serve and agents to resolve issues faster
• Define and iterate on support workflows, playbooks, and escalation paths to improve efficiency and consistency
• Act as the primary point of contact for key client escalations, working cross-functionally with Product, Engineering, and Customer Success to drive fast resolution
• Surface product feedback and recurring issue patterns to internal stakeholders to influence the roadmap and reduce support volume over time
• Track and report on key support metrics (CSAT, first response time, resolution time, deflection rate, ticket volume trends) and use data to drive continuous improvement
• Contribute to onboarding and training programs for new support hires and client-facing teams

WE’D LOVE TO HEAR FROM YOU IF YOU HAVE 

• 5+ years in a customer support or technical support role within a SaaS environment, with at least 1-2 years in a lead or management capacity
• Comfortable being both a strategic leader and a day-to-day contributor; you don’t just delegate, you do
• Proven experience implementing a support platform including AI-driven support tools, automation workflows, and self-service knowledge bases that measurably reduced ticket volume or improved resolution times
• Strong technical acumen: able to understand and troubleshoot web and mobile platform issues, APIs, and integrations without needing to code everything yourself
• Exceptional written and verbal communication skills; you can explain a complex technical issue to a non-technical stadium operations manager and a software engineer in the same afternoon
• Hands-on experience with Jira Service Management or similar platforms (Zendesk, Freshdesk, Intercom); you know how to configure queues, SLAs, and reporting and can evaluate what “ideal state” looks like for a scaling team
• Data-driven mindset: you track the right metrics, know what they mean, and act on what you see
• Proven ability to manage client relationships during high-pressure situations with composure and empathy
• Highly organized with the ability to context-switch across multiple priorities without dropping the ball

NICE TO HAVE

• Experience in the sports, entertainment, or live events industry, or a genuine passion for the space
• Familiarity with mobile app support (iOS/Android) and fan engagement platforms
• Background working with APIs, webhooks, or third-party integrations in a support capacity
• Experience building a support function from an early or scaling stage
• Experience unifying distinct support groups into a singular team and function