Manager, Customer Support (Remote - USA / CANADA)

Wrapbook is the AI platform for production finance, trusted by teams at Netflix, Paramount, Anonymous Content, and backed by Andreessen Horowitz, Bessemer Venture Partners, and Jeffrey Katzenberg's WndrCo. With a team of 350+, they are transforming how finance teams work using AI.

About the Role:

We are seeking a Manager, Customer Support to lead one of our Customer Support teams across Phone, Email, Live Chat, and SMS. This hands-on operator role requires a seasoned manager comfortable with ambiguity, delegation, and hands-on problem-solving. You will:

• Own the daily operating rhythm for your team, ensuring coverage, queue health, and case-handling quality across all channels.
• Coordinate closely with your counterpart Manager during shift handoffs to maintain consistency in priorities and escalations.
• Partner with leaders across Support, Success, AI Ops, Product, and Engineering to ensure a great customer experience, resolving escalations and improving tooling and processes.
• Lead, coach, and develop a team of Customer Support Specialists through regular 1:1s, real-time coaching, and formal performance reviews.
• Serve as the final escalation point for complex or sensitive cases and the go-to for customers seeking to speak with a manager.
• Use AI tools in your workflow and coach your team on appropriate AI agent utilization.
• Own reporting on team KPIs and performance metrics, using data to guide priorities and communicate progress to leadership.
• Run the team's AI-powered Quality Assurance Program to coach performance and differentiate between coaching gaps and product/tooling issues.
• Build and refine workflows, SOPs, and routing logic to keep the team consistent and scalable as volume and channels grow.

Requirements:

• At least 4+ years of experience in customer support, with 3+ years managing people directly, ideally leading a team across multiple live channels.
• Proven ability to absorb new context quickly, operate independently, and lead a high-performing team with minimal oversight.
• Experience leading a support team where AI is front-line to the support experience, not just a backend tool.
• Support management experience within production accounting, production payroll, entertainment industry, finance, SaaS, or FinTech.
• Strong operational instincts, including strategizing against incoming volume, deploying resources, and building scalable workflows and SOPs.
• Sound judgment in handling complex or high-visibility escalations.
• Strong data analysis and metrics-reporting skills, comfortable owning and communicating team KPIs.
• Excellent written and verbal communication skills, clear, compassionate, and calm under pressure.
• Familiarity with our toolset: Salesforce (SFDC), Zoom / Zoom Contact Center, Claude, Notion, Google Suite, Linear, Slack, and Co-browse.

Why Join Us:

At Wrapbook, creativity meets technology. Benefits include:

• Unlimited Paid Time Off
• Work from anywhere in Canada and USA
• Health and Dental benefits
• Up to $1,500 USD / $2,025 CAD towards IT setup for your home
• Up to 2% matching RRSP / 401K
• Learning and Development opportunities
• Up to $50 USD / $67.50 CAD towards Internet/Cell phone service

Wrapbook pledges to be a harassment- and discrimination-free workplace for everyone, regardless of age, disability, ethnicity, gender identity, nationality, neurotype, personal appearance, political affiliation, professional background, race, religion, or sexual identity/orientation.