Manager, Customer Support

This is a fully remote position, open to applicants in United States, +1 more country.

📋 Description

• Take ownership of the daily operational rhythm, ensuring coverage, queue health, and case-handling quality across Phone, Email, Live Chat, and SMS channels.

• Facilitate smooth shift transitions with the counterpart Manager.

• Collaborate with leaders from Support, Success, AI Ops, Product, and Engineering to address escalations, fulfill customer needs, and enhance tooling, routing, and processes.

• Mentor, coach, and develop Customer Support Specialists through one-on-one meetings, real-time coaching, and performance evaluations.

• Provide guidance to senior Specialists and assist in their professional growth.

• Manage scheduling, huddles, and the on-call rotation; allocate resources according to incoming demand.

• Act as the final escalation point for complex or sensitive cases and managerial requests.

• Utilize AI tools and provide coaching on appropriate AI-agent usage.

• Oversee team KPI and performance reporting.

• Manage the AI-driven Quality Assurance Program.

• Develop and enhance workflows, SOPs, and routing logic to ensure consistency and scalability.

⛳️ Requirements

• Minimum of 4 years of experience in customer support, with at least 3 years in a management role.

• Experience leading a team across various live channels (Phone, Email, Live Chat, SMS) is preferred.

• Demonstrated ability to quickly assimilate new information, operate autonomously, and manage a high-performing team with minimal supervision.

• Experience leading a support team where AI plays a critical role in the support experience.

• Background in support management within production accounting, production payroll, entertainment, finance, SaaS, or FinTech sectors.

• Strong operational instincts, including strategizing for incoming volume, resource allocation, and creating scalable schedules, workflows, and SOPs.

• Sound judgment in managing complex or high-visibility escalations.

• Proficient in data analysis and metrics reporting; comfortable taking ownership of and communicating team KPIs.

• Excellent written and verbal communication abilities.

• Familiarity with tools such as 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.

• Flexibility to work from anywhere in Canada and the USA.

• Comprehensive Health and Dental benefits.

• Up to $1,500 USD / $2,025 CAD for home IT setup.

• Up to 2% matching RRSP / 401K.

• Opportunities for Learning and Development.

• Up to $50 USD / $67.50 CAD for Internet/Cell phone service.

• Competitive salary.

• A creative problem-solving team environment.

• Opportunity to make a significant impact.