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Wrapbook
Manager, Customer Support
Remote · Canada, USA · Full time · Mid level
$130k–$178k / year
About the role
Lead and manage a Customer Support team across multiple channels including Phone, Email, Live Chat, and SMS. Oversee daily operations, coaching, escalations, and resource deployment to ensure excellent customer experience.
What you’ll do
• Own daily team operations and coverage. • Coordinate shift handoffs with counterpart manager. • Lead and develop Customer Support Specialists. • Manage scheduling and on-call rotations. • Serve as final escalation point for complex cases.
What you’ll bring
• 4+ years customer support experience. • 3+ years managing multi-channel teams. • Experience with AI in support workflows. • Strong operational and strategic skills. • Excellent communication and data analysis skills.
Life at Wrapbook
Offers unlimited PTO, health and dental benefits, remote work in USA/Canada, IT setup allowance, retirement matching, and learning opportunities.
About Wrapbook
Wrapbook is an AI platform for production finance, trusted by major entertainment companies to streamline payroll, spend, and accounting processes.