Manager of Customer Support

Wrapbook; United States; Hybrid; USD 95,000 - 150,000; Full time

Benefits offered by this job

401K

RRSP

Work Remotely

Stock Options

Parental Leave

Health & Benefits (multiple plans)

Minimum time off 3 weeks

Lifestyle Perks - monthly stipend

Job summary

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.

Qualifications

• 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.

Responsibilities

• 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.

Skills

People management

Coaching

Data analysis

Operational planning

AI tooling usage

Tools

Salesforce

Zoom / Zoom Contact Center

Claude

Notion

Google Suite

Linear

Slack

Co-browse

Job description

• We’re looking for a Manager, Customer Support to 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 elevate with an informed recommendation and perspective, and can strategize against incoming volume to deploy resources where they’re needed
• 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

Benefits

• 401K & RRSP
• Work Remotely
• IT Setup for Your Home
• Stock Options
• Parental Leave
• Health & Benefits - choose from several customizable plans, including vision and dental
• Minimum Time Off - Everyone is encouraged to take at least 3 weeks off annually
• Lifestyle Perks - Wrapbook employees get a monthly stipend to treat themselves

Excellent written and verbal communication skills — clear, compassionate, and calm under pressureFamiliarity with our toolset: Salesforce (SFDC), Zoom / Zoom Contact Center, Claude, Notion, Google Suite, Linear, Slack, and Co-browseProven ability to absorb new context quickly, operate independently, and run a high‑performing team with minimal oversightSound judgment handling complex or high‑visibility escalations4+ 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)Support management experience within production accounting, production payroll, the entertainment industry, finance, SaaS, or FinTechStrong data analysis and metrics-reporting skills — comfortable owning and communicating your team’s KPIsExperience leading a support team where AI is front‑line to the support experience, not just a backend toolStrong operational instincts — able to strategize against incoming volume, deploy resources accordingly, and build schedules, workflows, and SOPs that scale