Manager / Senior Manager, Customer Support

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    "description": "<p><span style=\"color: rgb(29, 107, 138); font-family: Arial, sans-serif; font-size: 8pt; font-weight: bold\">WE ARE</span></p>\n<p><span style=\"color: #222222; font-family: Arial,sans-serif; font-size: 10pt\">WMT Digital is a technology company that powers digital experiences, fan engagement, and data intelligence for sports, entertainment, and live events. We build flexible, scalable platforms that help organizations connect with their audiences across websites, mobile apps, identity, data, and insights, all within a single, integrated ecosystem.</span></p>\n<p><br></p>\n<p><span style=\"color: #222222; font-family: Arial,sans-serif; font-size: 10pt\">We value people who take initiative, think holistically, and follow problems through to real solutions. Our teams are curious, adaptable, and proactive. We are comfortable navigating complexity and motivated by simplifying it through thoughtful technology and data-driven decision making.</span></p>\n<p><br></p>\n<p><span style=\"color: #222222; font-family: Arial,sans-serif; font-size: 10pt\">We care deeply about our partners’ success and put their fans and users at the center of every decision. We take pride in anticipating what’s next and translating complex challenges into clear, practical solutions that work in the real world.</span></p>\n<p><br></p>\n<p><span style=\"color: rgb(29, 107, 138); font-family: Arial, sans-serif; font-size: 8pt; font-weight: bold\">YOU ARE</span></p>\n<p><span style=\"color: rgb(51, 51, 51); font-family: Arial, sans-serif; font-size: 10pt\">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. </span></p>\n<p><span style=\"color: rgb(51, 51, 51); font-family: Arial, sans-serif; font-size: 10pt\">This role is ideal for a senior support professional who brings both operational discipline and a genuine passion for delivering exceptional client experiences.</span></p>\n<p><br></p>\n<p><span style=\"color: rgb(29, 107, 138); font-family: Arial, sans-serif; font-size: 8pt; font-weight: bold\">YOUR IMPACT AND AREAS OF FOCUS</span></p>\n<ul>\n<li><span style=\"color: rgb(51, 51, 51); font-family: Arial, sans-serif; font-size: 10pt\">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</span></li>\n<li><span style=\"color: rgb(51, 51, 51); font-family: Arial, sans-serif; font-size: 10pt\">Serve as a hands-on individual contributor, handling tier-1/tier-2/tier-3 escalations, complex technical issues, and high-priority client requests directly</span></li>\n<li><span style=\"color: rgb(51, 51, 51); font-family: Arial, sans-serif; font-size: 10pt\">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</span></li>\n<li><span style=\"color: rgb(51, 51, 51); font-family: Arial, sans-serif; font-size: 10pt\">Implement and/or improve upon support platforms used to set both team members and customers up for success</span></li>\n<li><span style=\"color: rgb(51, 51, 51); font-family: Arial, sans-serif; font-size: 10pt\">Drive support automation through AI-powered tools, chatbots, and intelligent ticket routing to reduce manual effort and improve response times</span></li>\n<li><span style=\"color: rgb(51, 51, 51); font-family: Arial, sans-serif; font-size: 10pt\">Build, maintain, and continuously improve a comprehensive knowledge base that empowers clients to self-serve and agents to resolve issues faster</span></li>\n<li><span style=\"color: rgb(51, 51, 51); font-family: Arial, sans-serif; font-size: 10pt\">Define and iterate on support workflows, playbooks, and escalation paths to improve efficiency and consistency</span></li>\n<li><span style=\"color: rgb(51, 51, 51); font-family: Arial, sans-serif; font-size: 10pt\">Act as the primary point of contact for key client escalations, working cross-functionally with Product, Engineering, and Customer Success to drive fast resolution</span></li>\n<li><span style=\"color: rgb(51, 51, 51); font-family: Arial, sans-serif; font-size: 10pt\">Surface product feedback and recurring issue patterns to internal stakeholders to influence the roadmap and reduce support volume over time</span></li>\n<li><span style=\"color: rgb(51, 51, 51); font-family: Arial, sans-serif; font-size: 10pt\">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</span></li>\n<li><span style=\"color: rgb(51, 51, 51); font-family: Arial, sans-serif; font-size: 10pt\">Contribute to onboarding and training programs for new support hires and client-facing teams</span></li>\n</ul>\n<p><br></p>\n<p><span style=\"color: rgb(29, 107, 138); font-family: Arial, sans-serif; font-size: 8pt; font-weight: bold\">WE’D LOVE TO HEAR FROM YOU IF YOU HAVE </span></p>\n<ul>\n<li><span style=\"color: rgb(51, 51, 51); font-family: Arial, sans-serif; font-size: 10pt\">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</span></li>\n<li><span style=\"color: rgb(51, 51, 51); font-family: Arial, sans-serif; font-size: 10pt\">Comfortable being both a strategic leader and a day-to-day contributor; you don't just delegate, you do</span></li>\n<li><span style=\"color: rgb(51, 51, 51); font-family: Arial, sans-serif; font-size: 10pt\">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</span></li>\n<li><span style=\"color: rgb(51, 51, 51); font-family: Arial, sans-serif; font-size: 10pt\">Strong technical acumen: able to understand and troubleshoot web and mobile platform issues, APIs, and integrations without needing to code everything yourself</span></li>\n<li><span style=\"color: rgb(51, 51, 51); font-family: Arial, sans-serif; font-size: 10pt\">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</span></li>\n<li><span style=\"color: rgb(51, 51, 51); font-family: Arial, sans-serif; font-size: 10pt\">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</span></li>\n<li><span style=\"color: rgb(51, 51, 51); font-family: Arial, sans-serif; font-size: 10pt\">Data-driven mindset: you track the right metrics, know what they mean, and act on what you see</span></li>\n<li><span style=\"color: rgb(51, 51, 51); font-family: Arial, sans-serif; font-size: 10pt\">Proven ability to manage client relationships during high-pressure situations with composure and empathy</span></li>\n<li><span style=\"color: rgb(51, 51, 51); font-family: Arial, sans-serif; font-size: 10pt\">Highly organized with the ability to context-switch across multiple priorities without dropping the ball</span></li>\n</ul>\n<p><br></p>\n<p><span style=\"color: rgb(29, 107, 138); font-family: Arial, sans-serif; font-size: 8pt; font-weight: bold\">NICE TO HAVE</span></p>\n<ul>\n<li><span style=\"color: rgb(51, 51, 51); font-family: Arial, sans-serif; font-size: 10pt\">Experience in the sports, entertainment, or live events industry, or a genuine passion for the space</span></li>\n<li><span style=\"color: rgb(51, 51, 51); font-family: Arial, sans-serif; font-size: 10pt\">Familiarity with mobile app support (iOS/Android) and fan engagement platforms</span></li>\n<li><span style=\"color: rgb(51, 51, 51); font-family: Arial, sans-serif; font-size: 10pt\">Background working with APIs, webhooks, or third-party integrations in a support capacity</span></li>\n<li><span style=\"color: rgb(51, 51, 51); font-family: Arial, sans-serif; font-size: 10pt\">Experience building a support function from an early or scaling stage</span></li>\n<li><span style=\"color: rgb(51, 51, 51); font-family: Arial, sans-serif; font-size: 10pt\">Experience unifying distinct support groups into a singular team and function</span></li>\n</ul>\n<p><br></p>\n<p><span style=\"color: rgb(29, 107, 138); font-family: Arial, sans-serif; font-size: 8pt; font-weight: bold\">HOW WE ADD TO OUR TEAM </span></p>\n<p><span style=\"color: #222222; font-family: Arial,sans-serif; font-size: 10pt\">Building an inclusive, innovative, and collaborative work environment where a diverse mix of talented individuals want to come, and to stay, to contribute their best work is central to our organization’s mission. We are proud to offer our team flexible paid time off, parental leave, remote employment, retirement contributions (401k), bonuses based on performance, and paid professional development opportunities. WMT Digital does not discriminate on any unlawful basis including race, religion, color, national origin, disability, gender, gender identity, sexual orientation, age, marital status, veteran status, or any other basis prohibited by law.</span></p>",
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