Remote opportunity at
WrapbookManager, Customer Support
Wrapbook seeks a remote Manager, Customer Support to lead a support team across phone, email, live chat, and SMS. The employer is an AI platform for…
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About This Role
Wrapbook seeks a remote Manager, Customer Support to lead a support team across phone, email, live chat, and SMS. The employer is an AI platform for production finance, building a system for feature films, TV, and commercials backed by investors like Andreessen Horowitz and Bessemer Venture Partners. Trusted by major entertainment companies such as Netflix and Paramount, Wrapbook's team of over 350 employees uses artificial intelligence to transform financial workflows…
Job Description
Wrapbook seeks a remote Manager, Customer Support to lead a support team across phone, email, live chat, and SMS. The employer is an AI platform for production finance, building a system for feature films, TV, and commercials backed by investors like Andreessen Horowitz and Bessemer Venture Partners. Trusted by major entertainment companies such as Netflix and Paramount, Wrapbook's team of over 350 employees uses artificial intelligence to transform financial workflows for production teams.
This hands-on management role requires an operator comfortable with ambiguity who can handle daily operations, coach Support Specialists, and manage complex escalations. The position involves coordinating closely with a counterpart manager, overseeing queue health and service coverage, and utilizing artificial intelligence tooling within daily workflows. Candidates must be located in the United States or Canada.
Responsibilities
- Manage daily operations, service coverage, queue health, and case handling across phone, email, live chat, and messaging channels.
- Coordinate shift handoffs and priorities with a counterpart manager to ensure consistent customer experiences throughout the day.
- Lead, coach, and develop a team of Customer Support Specialists through regular one-on-one sessions, performance reviews, and real-time guidance.
- Handle scheduling, team huddles, and on-call rotations while allocating resources dynamically based on incoming volume.
- Serve as the ultimate escalation point for sensitive inquiries and customer requests for management.
- Run the AI-powered quality assurance program to evaluate performance and differentiate coaching needs from product issues.
- Build and update standard operating procedures, workflows, and routing logic to support scaling across channels.
Requirements
- Four or more years of customer support experience
- Three or more years of direct people management experience, ideally leading multi-channel live support teams
- Experience managing support in entertainment, production payroll, production accounting, SaaS, FinTech, or general finance
- Familiarity with front-line artificial intelligence tools in a support environment
- Authorized to work in the United States or Canada without visa sponsorship
Qualifications
- Strong data analysis and metrics reporting skills
- Familiarity with Salesforce, Zoom Contact Center, Claude, Notion, Google Suite, Linear, Slack, and Co-browse
Core Skills
Benefits
- Unlimited paid time off
- Health and dental benefits
- Up to $1,500 USD or $2,025 CAD toward home IT setup
- Up to two percent matching for RRSP or 401K plans
- Learning and development opportunities
- Up to $50 USD or $67.50 CAD toward internet and cellular service
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
What is the salary range for the Manager, Customer Support role?
The salary ranges from USD 129,500 to 178,000 per year.
Is this position remote?
Yes, this is a remote position open to candidates located in the United States or Canada.
Does Wrapbook provide visa sponsorship for this job?
No, the company is unable to sponsor or take over sponsorship of employment visas or work permits for this position.
Sample Interview Questions
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