Remote Manager, Customer Support & AI Ops

Wrapbook; United States; Remote; USD 110,000 - 150,000; Full time

Benefits offered by this job

Unlimited Paid Time Off

Work from anywhere in Canada and USA

Health and Dental benefits

IT setup allowance up to $1500 USD / $

RRSP/401K matching

Learning and Development opportunities

Internet/Cell phone stipend

Job summary

Wrapbook is seeking a Manager, Customer Support to lead a multi-channel team (Phone, Email, Live Chat, SMS) from a remote base in the USA or Canada. You will own daily operations, coaching, and final escalation for complex cases while coordinating with other leaders to ensure a consistent customer experience.

You will guide scheduling, performance reviews, and the new AI-powered QA program. Ideal candidates bring 4+ years in support management, strong data skills, and experience with AI-enabled

Qualifications

• 4+ years leading customer support teams across multiple channels.
• Proven ability to absorb context quickly and run a high-performing team with minimal oversight.
• Experience where AI is frontline to the support experience.
• Support management in production accounting/payroll, entertainment, finance, SaaS or FinTech.

Responsibilities

• Own the daily operating rhythm for the team across Phone, Email, Live Chat, and SMS.
• Coordinate shift handoffs with the counterpart Manager to maintain consistency.
• Partner with leaders in Support, Success, AI Ops, Product, and Engineering to improve customer experience and tooling.
• Lead, coach, and develop Customer Support Specialists with regular 1:1s and performance reviews.
• Coach senior Specialists and build scalable schedules, workflows and SOPs.
• Own scheduling, on-call rotation, and resource deployment based on volume.
• Serve as final escalation point for complex or sensitive cases with calm judgment.
• Use AI tools in daily workflow and ensure responsible AI usage by the team.
• Own KPI reporting and data-driven prioritization for leadership.

Skills

4+ years exp

People management

AI in support

Operational planning

Tools

Salesforce

Zoom/Zoom Contact Center

Claude

Notion

Google Suite

Linear

Slack

Co-browse

Job description

Wrapbook is seeking a Manager, Customer Support to lead a multi-channel team (Phone, Email, Live Chat, SMS) from a remote base in the USA or Canada. You will own daily operations, coaching, and final escalation for complex cases while coordinating with other leaders to ensure a consistent customer experience.

You will guide scheduling, performance reviews, and the new AI-powered QA program. Ideal candidates bring 4+ years in support management, strong data skills, and experience with AI-enabled