Manager, Customer Support

The role

You will lead a Customer Support team across Phone, Email, Live Chat, and SMS. You will manage daily operations, coach Support Specialists, and serve as the final escalation point for complex cases.

What you will do

• Own the daily operating rhythm for the team including coverage, queue health, and case-handling quality.
• Coordinate with counterpart Managers at shift handoff to maintain consistency.
• Partner with leaders across Support, Success, AI Ops, Product, and Engineering.
• Lead, coach, and develop Support Specialists through 1:1s, real-time coaching, and performance reviews.
• Coach senior Specialists to act as an extension of leadership.
• Own scheduling, huddles, and the on-call rotation.
• Serve as the final escalation point for complex or sensitive cases.
• Use AI tools in daily workflow and coach team on AI agent utilization.
• Own reporting on team KPIs and performance metrics.
• Run the team's AI-powered Quality Assurance Program.

Required qualifications

• 4+ years of experience in customer support
• 3+ years managing people directly
• Proven ability to absorb new context quickly and operate independently
• Experience leading a support team where AI is front-line to the support experience
• Strong operational instincts to strategize against volume and build scalable workflows
• Sound judgment handling complex or high-visibility escalations
• Strong data analysis and metrics-reporting skills
• Excellent written and verbal communication skills
• Familiarity with Salesforce (SFDC), Zoom / Zoom Contact Center, Claude, Notion, Google Suite, Linear, Slack, and Co-browse

Nice to have

• Support management experience within production accounting, production payroll, the entertainment industry, finance, SaaS, or FinTech

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

Before you apply

• Unable to sponsor or take over sponsorship of employment visas or work permits
• Applicants must be currently authorized to work in the country from which they will perform the work

About the company

Wrapbook is the AI platform for production finance. The team is building a system of action that puts finance teams in control of their whole production.