Manager / Senior Manager, Customer Support

WMT Digital

Manager/Senior Manager, Customer Support leading support operations at WMT Digital. Overseeing a team, ensuring SLA targets are met, and driving support automation.

Posted 5/20/2026full-timeRemote • 🇺🇸 United StatesSeniorWebsite

About the role

Key responsibilities & impact

Lead, mentor, and grow a team of support specialists
Serve as a hands-on individual contributor, handling escalations, technical issues, and high-priority client requests directly
Own the end-to-end support experience across WMT’s customer base and product offerings
Implement and improve upon support platforms
Drive support automation through AI-powered tools
Build, maintain, and improve a comprehensive knowledge base
Define and iterate on support workflows, playbooks, and escalation paths
Act as the primary point of contact for key client escalations
Surface product feedback and recurring issue patterns to internal stakeholders
Track and report on key support metrics and use data to drive continuous improvement
Contribute to onboarding and training programs for new support hires

Requirements

What you’ll need

5+ years in a customer support or technical support role within a SaaS environment
At least 1-2 years in a lead or management capacity
Proven experience implementing a support platform including AI-driven support tools, automation workflows, and self-service knowledge bases
Strong technical acumen
Exceptional written and verbal communication skills
Hands-on experience with Jira Service Management or similar platforms
Data-driven mindset
Proven ability to manage client relationships during high-pressure situations
Highly organized with the ability to context-switch across multiple priorities

Benefits

Comp & perks

Flexible paid time off
Parental leave
Remote employment
Retirement contributions (401k)
Bonuses based on performance
Paid professional development opportunities

ATS Keywords

✓ Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

support platform implementationAI-driven support toolsautomation workflowsself-service knowledge basesdata analysistechnical supportcustomer support

Soft Skills

leadershipmentoringcommunicationclient relationship managementorganizational skillsdata-driven mindsetcontext-switching