Manager, Customer Support

Wrapbook; United States; Remote; USD 110,000 - 150,000; Full time

Benefits offered by this job

Unlimited Paid Time Off

Work from anywhere in Canada and USA

Health and Dental benefits

IT setup allowance up to $1500 USD / $

RRSP/401K matching

Learning and Development opportunities

Internet/Cell phone stipend

Job summary

Wrapbook is seeking a Manager, Customer Support to lead a multi-channel team (Phone, Email, Live Chat, SMS) from a remote base in the USA or Canada. You will own daily operations, coaching, and final escalation for complex cases while coordinating with other leaders to ensure a consistent customer experience.

You will guide scheduling, performance reviews, and the new AI-powered QA program. Ideal candidates bring 4+ years in support management, strong data skills, and experience with AI-enabled

Qualifications

• 4+ years leading customer support teams across multiple channels.
• Proven ability to absorb context quickly and run a high-performing team with minimal oversight.
• Experience where AI is frontline to the support experience.
• Support management in production accounting/payroll, entertainment, finance, SaaS or FinTech.

Responsibilities

• Own the daily operating rhythm for the team across Phone, Email, Live Chat, and SMS.
• Coordinate shift handoffs with the counterpart Manager to maintain consistency.
• Partner with leaders in Support, Success, AI Ops, Product, and Engineering to improve customer experience and tooling.
• Lead, coach, and develop Customer Support Specialists with regular 1:1s and performance reviews.
• Coach senior Specialists and build scalable schedules, workflows and SOPs.
• Own scheduling, on-call rotation, and resource deployment based on volume.
• Serve as final escalation point for complex or sensitive cases with calm judgment.
• Use AI tools in daily workflow and ensure responsible AI usage by the team.
• Own KPI reporting and data-driven prioritization for leadership.

Skills

4+ years exp

People management

AI in support

Operational planning

Tools

Salesforce

Zoom/Zoom Contact Center

Claude

Notion

Google Suite

Linear

Slack

Co-browse

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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