Manager, Customer Support

Wrapbook; Canada (KY); Hybrid; USD 95,000 - 135,000; Full time

Benefits offered by this job

Unlimited Paid Time Off

Work from anywhere in Canada and USA

Health and Dental benefits

IT setup stipend up to $1,500 USD / $2

RRSP / 401K matching up to 2%

Learning and Development opportunities

Internet/Cell phone allowance

Job summary

Wrapbook is seeking a Manager, Customer Support to lead a multi-channel team (Phone, Email, Live Chat, SMS) in a remote USA/Canada posture. You’ll drive daily operations, coach specialists, and act as final escalation for complex cases while partnering with other leaders to optimize coverage and customer experience.

You’ll guide scheduling, performance reviews, and AI‑assisted workflows, ensuring data-driven KPIs are tracked and reported to leadership.

Qualifications

• 4+ years in customer support, with 3+ years managing people directly.
• Experience leading multi-channel support (Phone, Email, Live Chat, SMS).
• Experience with AI-enabled support in a frontline role.
• Support management experience within production accounting, payroll, entertainment, fintech, or SaaS.
• Strong operational instincts to plan staffing and SOPs at scale.
• Ability to analyze data and report KPIs clearly to leadership.
• Excellent written and verbal communication; calm under pressure.

Responsibilities

• Own the daily operating rhythm for your team across channels.
• Coordinate with your shift‑handoff counterpart to align priorities.
• Collaborate with Support, Success, AI Ops, Product, and Engineering to improve tooling and processes.
• Lead, coach, and develop a team of Customer Support Specialists with regular 1:1s.
• Coach senior Specialists and expand their growth alongside the team.
• Manage scheduling, huddles, and on‑call rotations; optimize resource deployment.
• Serve as final escalation point for complex or sensitive cases.
• Use AI tools in daily workflows and ensure appropriate AI agent usage.
• Own reporting on KPIs and performance; communicate progress to leadership.
• Run AI-powered Quality Assurance to identify coaching gaps vs. product issues.
• Develop workflows, SOPs, and routing logic as volume grows.

Skills

People leadership

Cross-channel support

AI-driven support tools

Operations management

Data analysis

Calm under pressure

Tools

Salesforce

Zoom/Zoom Contact Center

Claude

Notion

Google Suite

Linear

Slack

Job description

About Us:

Wrapbook is the AI platform for production finance. We’re building a system of action that puts finance teams in control of their whole production, from payroll, to spend, to accounting.

Built for feature films, TV, and commercials, Wrapbook is trusted by teams at Netflix, Paramount, Anonymous Content, and more. With backing from Andreessen Horowitz, Bessemer Venture Partners, and Jeffrey Katzenberg's WndrCo, our team of 350+ is using AI to transform how finance teams work and empower them to do more with less.

The opportunity - Manager, Customer Support (Remote - USA / CANADA)

We’re looking for a Manager, Customer Supportto lead one of our Customer Support teams across Phone, Email, Live Chat, and SMS. Each Manager is fully accountable for the team during their hours. You'll run daily operations, coach and develop a team of Support Specialists, and serve as the final escalation point for complex cases, all while coordinating closely with your counterpart Manager and fellow leaders to keep coverage, standards, and the customer experience consistent throughout the day. This is a hands‑on operator role for a seasoned manager who's comfortable working in ambiguity, knows when to delegate and when to roll up their sleeves, understands how to escape with an informed recommendation and perspective, and can strategize against incoming volume to deploy resources where they're needed.

What You’ll Do:

• Own the daily operating rhythm for your team — coverage, queue health, and case-handling quality across Phone, Email, Live Chat, and SMS.

• Coordinate closely with your counterpart Manager at shift handoff to keep priorities and escalations consistent across the day.

• Partner with fellow leaders across Support, Success, AI Ops, Product, and Engineering to ensure a great customer experience — resolving escalations, addressing customer needs, and improving tooling, routing, and process along the way.

• Lead, coach, and develop a team of Customer Support Specialists through regular 1:1s, real‑time coaching, and formal performance reviews.

• Partner closely with and coach the team's senior Specialists, leaning on them as an extension of your leadership on the floor while continuing to develop their growth.

• Own scheduling, huddles, and the on‑call rotation for your shift; strategize against incoming volume to deploy resources where they’re needed.

• Serve as the final escalation point for complex or sensitive cases, and the go‑to for any customer who asks to speak with a manager.

• Exercise sound judgment on when to delegate to your team and when to roll up your sleeves and get hands‑on.

• Use AI tools in your own daily workflow to operate efficiently, and coach and hold your team accountable to appropriate AI agent utilization as part of their day‑to‑day work.

• Own reporting on your team's KPIs and performance metrics, using data to guide priorities and communicate progress to leadership.

• Run the team's AI‑powered Quality Assurance Program, using it to coach performance and separate coaching gaps from product or tooling issues.

• Build and refine the workflows, SOPs, and routing logic that keep the team consistent and scalable as volume and channels grow.

What You’ll Have:

• 4+ years of experience in customer support, with 3+ years managing people directly — ideally leading a team across multiple live channels (Phone, Email, Live Chat, SMS).

• Proven ability to absorb new context quickly, operate independently, and run a high‑performing team with minimal oversight.

• Experience leading a support team where AI is front‑line to the support experience, not just a backend tool.

• Support management experience within production accounting, production payroll, the entertainment industry, finance, SaaS, or FinTech.

• Strong operational instincts — able to strategize against incoming volume, deploy resources accordingly, and build schedules, workflows, and SOPs that scale.

• Sound judgment handling complex or high‑visibility escalations.

• Strong data analysis and metrics‑reporting skills — comfortable owning and communicating your team's KPIs.

• Excellent written and verbal communication skills — clear, compassionate, and calm under pressure.

• Familiarity with our toolset: Salesforce (SFDC), Zoom / Zoom Contact Center, Claude, Notion, Google Suite, Linear, Slack, and Co‑browse.

Why Join Us

At Wrapbook, creativity meets technology — and not just in the product.

In addition to a competitive salary and all the benefits you can expect from a fast‑growing technology company, you’ll get access to a team of creative problem solvers and the chance to see your contributions make large impacts. Benefits include:

• Unlimited Paid Time Off

• Work from anywhere in Canada and USA

• Health and Dental benefits

• Up to $1,500 USD/ $2,025 CAD towards IT set up for your home

• Up to 2% matching RRSP / 401K

• Learning and Development opportunities

• Up to $50 USD/ $67.50 CAD towards Internet/Cell phone service

Our Pledge to Fostering an Inclusive and Safe Workplace:

Wrapbook pledges to be a harassment- and discrimination‑free space for everyone, regardless of age, disability, ethnicity, gender identity or expression, nationality, neurotype, personal appearance, political affiliation, professional background, race, religion, or sexual identity or orientation.

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