Remote Customer Support Manager — Lead & Elevate CX

OpenKrill; United States; On-site; USD 95,000 - 140,000; Full time

Benefits offered by this job

Unlimited Paid Time Off

Work from anywhere in US/Canada

Health and Dental benefits

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

RRSP / 401K match up to 2%

Learning and Development opportunities

Internet/Cell phone stipend

Job summary

Wrapbook is seeking a Manager, Customer Support to lead one of our support teams across Phone, Email, Live Chat and SMS. You will own daily operations, coach specialists, and serve as final escalation point while coordinating with other leaders to ensure coverage, standards, and a positive customer experience.

This remote role requires 4+ years in customer support with 3+ years managing people, experience with AI-enabled support, and strong analytics.

Qualifications

• 4+ years in customer support with 3+ years of direct people management.
• Experience leading a team across Phone, Email, Live Chat, and SMS.
• Experience with AI-enabled front-line support.
• Strong ability to plan resources and schedules at scale.
• Proven judgment handling complex or high-visibility escalations.
• Strong data analysis and KPI reporting skills.
• Excellent written and verbal communication skills.
• Familiarity with Salesforce, Zoom, Claude, Notion, Google Suite, Linear, Slack, and Co-browse.

Responsibilities

• Own the daily operating rhythm for your team across channels.
• Coordinate with counterpart Manager for smooth shift handoffs.
• Partner with leaders across Support, Success, AI Ops, Product, and Engineering to improve tooling, routing, and processes.
• Lead, coach, and develop Customer Support Specialists through regular 1:1s and performance reviews.
• Coach senior Specialists and drive their growth while delegating on-floor tasks.
• Own scheduling, huddles, and on-call rotations; optimize coverage for volume.
• Serve as final escalation point for complex or sensitive cases.
• Use AI tools in daily workflow and coach the team on AI agent usage.
• Own reporting on team KPIs and communicate progress to leadership.
• Run the AI-powered Quality Assurance Program to separate coaching gaps from product issues.
• Build and refine workflows, SOPs, and routing logic as volume grows.

Skills

People management

Multi-channel leadership

AI in support

Operational planning

Escalation management

Data analysis

Communication

Customer support

Tools

Salesforce (SFDC)

Zoom / Zoom Contact Center

Claude

Notion

Google Suite

Linear

Slack

Co-browse

Job description

Wrapbook is seeking a Manager, Customer Support to lead one of our support teams across Phone, Email, Live Chat and SMS. You will own daily operations, coach specialists, and serve as final escalation point while coordinating with other leaders to ensure coverage, standards, and a positive customer experience.

This remote role requires 4+ years in customer support with 3+ years managing people, experience with AI-enabled support, and strong analytics.