Manager, Customer Support (Fully Remote)

Wrapbook; United States; Remote; USD 65,000 - 90,000; Full time

Job summary

Wrapbook is seeking an experienced Customer Support leader to oversee daily operations across Phone, Email, Live Chat, and SMS in the United States.

You will mentor Support Specialists, conduct 1:1s and performance reviews, and act as the final escalation point while partnering with Product and Engineering to optimize tooling, routing, and KPIs driven by data.

Responsibilities

• Oversee daily operations for a Customer Support team across Phone, Email, Live Chat, and SMS.
• Coach and develop Support Specialists through 1:1s, real-time coaching, and performance reviews.
• Partner with leadership across Support, Product, and Engineering to improve tooling, routing, and processes, and drive team KPIs with data.

Job description

• Own daily operations for a Customer Support team across Phone, Email, Live Chat, and SMS, including coverage, queue health, and case quality.
• Lead, coach, and develop Support Specialists through 1:1s, real-time coaching, and performance reviews, while serving as final escalation point.
• Partner with leadership across Support, Product, and Engineering to improve tooling, routing, and processes, and drive team KPIs with data.