Remote Customer Support Manager: Lead AI-Driven Ops

Wrapbook; Oregon; Ibrido; USD 110.000 - 140.000; Tempo pieno

Vantaggi offerti da questo lavoro

Unlimited Paid Time Off

Work from anywhere in Canada and USA

Health and Dental benefits

IT setup allowance (up to $1,500 USD /

RRSP/401K matching (up to 2%)

Learning and Development opportunities

Internet/Cell phone stipend

Descrizione del lavoro

Wrapbook, the AI platform for production finance, is seeking a Manager, Customer Support to lead a team across phone, email, live chat, and SMS. This remote role is open to candidates in the United States or Canada and requires a seasoned manager who thrives in ambiguity and hands-on leadership.

You will drive daily operations, coach agents, manage escalations, and collaborate with Product and Engineering to deliver a superior customer experience.

Competenze

• 4+ years in customer support, with 3+ years managing people directly across multiple channels.
• Experience leading a support team where AI is front-line to the support experience, not just a backend tool.
• Experience in production accounting/payroll, entertainment, finance, SaaS, or FinTech is a plus.
• Strong operational instincts to plan against volume and build scalable workflows.
• Excellent written and verbal communication and calm under pressure.

Mansioni

• Own the daily operating rhythm for the team — coverage, queue health, and case-handling quality across Phone, Email, Live Chat, and SMS.
• Coordinate with counterpart Manager at shift handoff to keep priorities and escalations consistent.
• Partner with leaders across Support, Success, AI Ops, Product, and Engineering to improve customer experience and tooling.
• Lead, coach, and develop a team of Customer Support Specialists through 1:1s and performance reviews.
• Coach senior Specialists and help grow their capabilities on the floor.
• Own scheduling, huddles, and the on-call rotation for the shift.
• Serve as final escalation point for complex cases and a go-to for any manager-level escalation.
• Use AI tools in daily workflow and enforce appropriate AI usage by the team.
• Own reporting on KPIs and progress to leadership.
• Run the AI-powered Quality Assurance program to coach performance and identify gaps.
• Build scalable workflows and routing logic as volume grows.

Conoscenze

Customer support management

People management

Team leadership

Cross-channel support

AI in support

Data analysis

Operational planning

Communication

Salesforce

Zoom

Notion

Google Suite

Slack

Co-browse

Strumenti

Salesforce (SFDC)

Zoom / Zoom Contact Center

Claude

Notion

Google Suite

Linear

Slack

Co-browse

Descrizione del lavoro

Wrapbook, the AI platform for production finance, is seeking a Manager, Customer Support to lead a team across phone, email, live chat, and SMS. This remote role is open to candidates in the United States or Canada and requires a seasoned manager who thrives in ambiguity and hands-on leadership.

You will drive daily operations, coach agents, manage escalations, and collaborate with Product and Engineering to deliver a superior customer experience.