Head of Remote Customer Support — AI-Driven Ops

Wrapbook; United States; Híbrido; USD 95.000 - 150.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

401K

RRSP

Work Remotely

Stock Options

Parental Leave

Health & Benefits (multiple plans)

Minimum time off 3 weeks

Lifestyle Perks - monthly stipend

Descripción de la vacante

Wrapbook is seeking a Manager, Customer Support to lead a team across Phone, Email, Live Chat, and SMS. You’ll coach and develop Support Specialists, own daily operating rhythm, and serve as final escalation point for complex cases, ensuring consistent customer experience across channels.

You’ll collaborate with cross-functional leaders to improve tooling, routing, and processes, hire and develop front-line leaders, and drive KPIs with a data-driven approach.

Formación

• 4+ years of experience in customer support.
• 3+ years managing people directly across multiple live channels.
• Strong data analysis and metrics reporting skills.
• Experience leading in environments using AI in frontline support.

Responsabilidades

• Lead and coach a Customer Support team across Phone, Email, Live Chat, and SMS.
• Own scheduling, huddles, and on-call rotations.
• Serve as final escalation point for complex cases and high-visibility issues.
• Collaborate with leaders across Support, Success, AI Ops, Product, and Engineering to improve tooling, routing and processes.

Conocimientos

People management

Coaching

Data analysis

Operational planning

AI tooling usage

Herramientas

Salesforce

Zoom / Zoom Contact Center

Claude

Notion

Google Suite

Linear

Slack

Co-browse

Descripción del empleo

Wrapbook is seeking a Manager, Customer Support to lead a team across Phone, Email, Live Chat, and SMS. You’ll coach and develop Support Specialists, own daily operating rhythm, and serve as final escalation point for complex cases, ensuring consistent customer experience across channels.

You’ll collaborate with cross-functional leaders to improve tooling, routing, and processes, hire and develop front-line leaders, and drive KPIs with a data-driven approach.