Remote Customer Support Operations Manager

Wrapbook; Canada (KY); Híbrido; USD 95.000 - 135.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Unlimited Paid Time Off

Work from anywhere in Canada and USA

Health and Dental benefits

IT setup stipend up to $1,500 USD / $2

RRSP / 401K matching up to 2%

Learning and Development opportunities

Internet/Cell phone allowance

Descripción de la vacante

Wrapbook is seeking a Manager, Customer Support to lead a multi-channel team (Phone, Email, Live Chat, SMS) in a remote USA/Canada posture. You’ll drive daily operations, coach specialists, and act as final escalation for complex cases while partnering with other leaders to optimize coverage and customer experience.

You’ll guide scheduling, performance reviews, and AI‑assisted workflows, ensuring data-driven KPIs are tracked and reported to leadership.

Formación

• 4+ years in customer support, with 3+ years managing people directly.
• Experience leading multi-channel support (Phone, Email, Live Chat, SMS).
• Experience with AI-enabled support in a frontline role.
• Support management experience within production accounting, payroll, entertainment, fintech, or SaaS.
• Strong operational instincts to plan staffing and SOPs at scale.
• Ability to analyze data and report KPIs clearly to leadership.
• Excellent written and verbal communication; calm under pressure.

Responsabilidades

• Own the daily operating rhythm for your team across channels.
• Coordinate with your shift‑handoff counterpart to align priorities.
• Collaborate with Support, Success, AI Ops, Product, and Engineering to improve tooling and processes.
• Lead, coach, and develop a team of Customer Support Specialists with regular 1:1s.
• Coach senior Specialists and expand their growth alongside the team.
• Manage scheduling, huddles, and on‑call rotations; optimize resource deployment.
• Serve as final escalation point for complex or sensitive cases.
• Use AI tools in daily workflows and ensure appropriate AI agent usage.
• Own reporting on KPIs and performance; communicate progress to leadership.
• Run AI-powered Quality Assurance to identify coaching gaps vs. product issues.
• Develop workflows, SOPs, and routing logic as volume grows.

Conocimientos

People leadership

Cross-channel support

AI-driven support tools

Operations management

Data analysis

Calm under pressure

Herramientas

Salesforce

Zoom/Zoom Contact Center

Claude

Notion

Google Suite

Linear

Slack

Descripción del empleo

Wrapbook is seeking a Manager, Customer Support to lead a multi-channel team (Phone, Email, Live Chat, SMS) in a remote USA/Canada posture. You’ll drive daily operations, coach specialists, and act as final escalation for complex cases while partnering with other leaders to optimize coverage and customer experience.

You’ll guide scheduling, performance reviews, and AI‑assisted workflows, ensuring data-driven KPIs are tracked and reported to leadership.