Taking applicationsVoice Support·Posted 22h ago
Manager, Customer Support
Wrapbook
Canada, USA
Pay
$62.5–$85.5/hr
Job type
Full-time · Remote
Hours
Flexible
Location
Canada, USA
Open to people in the United States
EnglishSenior level
About the role
Manager, Customer Support at Wrapbook, leading a support team across phone, email, live chat, and SMS. The role owns daily operations, coaching, escalations, scheduling, and KPIs, and is remote but restricted to candidates located in the US or Canada.
What you'll do
- Own daily operating rhythm, coverage, queue health, and case-handling quality
- Coordinate with counterpart manager at shift handoff
- Partner with Support, Success, AI Ops, Product, and Engineering leaders
- Lead, coach, and develop Customer Support Specialists
- Own scheduling, huddles, and on-call rotation for the shift
- Serve as final escalation point for complex or sensitive cases
- Use AI tools and coach team on AI agent utilization
- Run AI-powered Quality Assurance Program and refine workflows
What you'll need
- 4+ years in customer support
- 3+ years managing people directly
- Experience leading teams across phone, email, live chat, and SMS
- Experience with AI as front-line support
- Support management experience in relevant industries such as SaaS, FinTech, finance, or entertainment
- Strong operational instincts and scheduling skills
- Strong data analysis and metrics-reporting skills
- Authorized to work in the US or Canada
Skills
Customer support leadershipMulti-channel supportCoaching and developmentScheduling and coverage planningKPI reporting and data analysisAI tools in support workflowsQuality assurance programsSOP and workflow design
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