Manager, Customer Support

Job not on LinkedIn

🔥 3 minutes ago

🌐 United States, Canada – Remote

🇺🇸 United States – Remote 🇨🇦 Canada – Remote

💵 $110k - $178k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

👻 Ghost score 1%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Wrapbook

WebsiteLinkedInAll Job Openings

51 - 200 employees

💼 Consulting

🛡️ Insurance

📦 Logistics

💰 $100M Series B on 2021-11

Consulting • Insurance • Logistics

Wrapbook is a smart production payroll and accounting platform built by industry veterans for the entertainment industry. It provides a comprehensive suite of services, including fast onboarding, payroll management, cost tracking, production accounting, and real-time reporting, all within an intuitive interface. The platform is designed to efficiently connect producers, accountants, cast, and crew members, enabling them to manage production finances seamlessly. Wrapbook also offers expert services in union compliance, insurance, and employer-of-record payroll. The platform integrates with leading accounting and production tools, making it the versatile choice for feature films, episodic TV, commercials, and more. With significant investment from Bessemer Venture Partners, Wrapbook is focused on accelerating innovation in production finance and payroll solutions.

📋 Description

• Own daily operating rhythm, coverage, queue health, and case-handling quality across Phone, Email, Live Chat, and SMS • Coordinate shift handoffs with the counterpart Manager • Partner with leaders across Support, Success, AI Ops, Product, and Engineering to resolve escalations, address customer needs, and improve tooling, routing, and processes • Lead, coach, and develop Customer Support Specialists through 1:1s, real-time coaching, and performance reviews • Coach senior Specialists and support their development • Own scheduling, huddles, and the on-call rotation; deploy resources according to incoming volume • Serve as final escalation point for complex or sensitive cases and manager requests • Use AI tools and coach appropriate AI-agent utilization • Own team KPI and performance reporting • Run the AI-powered Quality Assurance Program • Build and refine workflows, SOPs, and routing logic for consistency and scalability

🎯 Requirements

• 4+ years of experience in customer support, with 3+ years managing people directly • Ideally leading a team across multiple live channels (Phone, Email, Live Chat, SMS) • Proven ability to absorb new context quickly, operate independently, and run a high-performing team with minimal oversight • Experience leading a support team where AI is front-line to the support experience • Support management experience within production accounting, production payroll, entertainment, finance, SaaS, or FinTech • Strong operational instincts, including strategizing against incoming volume, deploying resources, and building scalable schedules, workflows, and SOPs • Sound judgment 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 • Familiarity with Salesforce (SFDC), Zoom / Zoom Contact Center, Claude, Notion, Google Suite, Linear, Slack, and Co-browse • Legally authorized to work in Canada or the United States • Must not require Wrapbook to sponsor a work permit now or in the future

🏖️ Benefits

• 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 set up 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 • Competitive salary • Creative problem-solving team environment • Opportunity to make large impacts