[All remote jobs](https://jobicy.com/jobs.md)[![Wrapbook logo](https://jobicy.com/data/server-nyc0409/galaxy/mercury/2024/03/4daf69c7-221.jpeg)](https://jobicy.com/company/wrapbook.md)[Wrapbook](https://jobicy.com/company/wrapbook.md) # Manager, Customer Support Review the role, location requirements, compensation details, and application process before deciding whether this opportunity fits your next career move. [Apply for this job](#job-application)[View company](https://jobicy.com/company/wrapbook.md)ShareRemote from[USA](https://jobicy.com/job-region/usa.md), [Canada](https://jobicy.com/job-region/canada.md)SalaryUSD 129,500–178k / yrDepartment[Customer Support & Success](https://jobicy.com/categories/supporting.md)EmploymentFull TimeExperienceSeniorPublished26 Oct 2026Apply before25 Nov 2026Listing views39Application actions4Application toolkit ## Make your next move. Prepare your resume, explore your fit, and draft a cover letter for this opportunity. AI Summary ## The role, at a glance. Wrapbook is hiring a hands-on Customer Support Manager to lead a team supporting customers through phone, email, live chat, and SMS. The role owns daily support operations, scheduling, queue health, quality assurance, KPI reporting, escalations, and coaching for Support Specialists. This manager will partner with Support, Success, AI Ops, Product, and Engineering to improve workflows, routing, tooling, and the end-to-end customer experience. Candidates need substantial people-management experience, strong operational judgment, data fluency, and experience using AI as a frontline support capability. The remote role is open to authorized workers located in the United States or Canada. ## Role DNA A quick view of the complexity, pace, ownership and collaboration implied by the job description. ### Job Complexity 4/5EasyHard ### Pace & Pressure 5/5RelaxedFast-paced ### Autonomy Level 5/5GuidedFull ownership ### Communication Load 5/5IndependentCollaborative AI insightThis is a senior operational leadership role requiring ownership of live, multichannel support delivery, complex escalations, staffing decisions, and performance management. The manager must balance strategic process improvement with hands-on daily execution in an ambiguous, high-volume environment. ## Salary analysis Estimated compensation compared with the broader US market for similar roles. Estimated job median (per year)Highly competitive$153,750US market range (per year)$120k–$175k0$192.50k AI insightThe employer discloses an annual base salary range of $129,500–$178,000 USD, with a midpoint of $153,750. The estimated US annual market range for an experienced customer support manager leading multichannel SaaS or fintech support teams is $120,000–$175,000 USD; actual compensation may vary by location, relevant domain experience, and leadership scope. ## Core skills Skills and capabilities most closely associated with this opportunity. [Customer support management](https://jobicy.com/jobs?search_keywords=Customer%20support%20management.md)[People leadership](https://jobicy.com/jobs?search_keywords=People%20leadership.md)[Escalation management](https://jobicy.com/jobs?search_keywords=Escalation%20management.md)[Multichannel support](https://jobicy.com/jobs?search_keywords=Multichannel%20support.md)[Queue management](https://jobicy.com/jobs?search_keywords=Queue%20management.md)[Workforce scheduling](https://jobicy.com/jobs?search_keywords=Workforce%20scheduling.md)[Quality assurance](https://jobicy.com/jobs?search_keywords=Quality%20assurance.md)[KPI reporting](https://jobicy.com/jobs?search_keywords=KPI%20reporting.md)[Data analysis](https://jobicy.com/jobs?search_keywords=Data%20analysis.md)[Process improvement](https://jobicy.com/jobs?search_keywords=Process%20improvement.md)[AI-enabled support](https://jobicy.com/jobs?search_keywords=AI-enabled%20support.md)[Salesforce](https://jobicy.com/jobs?search_keywords=Salesforce.md)[Customer experience](https://jobicy.com/jobs?search_keywords=Customer%20experience.md)[Performance coaching](https://jobicy.com/jobs?search_keywords=Performance%20coaching.md) Sample interview questionsHow do you manage a support team across phone, email, live chat, and SMS while maintaining consistent service quality?I establish channel-specific service-level targets, clear prioritization rules, and shared quality standards. I monitor queue health and staffing in real time, use structured handoffs between shifts, and regularly calibrate quality reviews so customers receive consistent support regardless of channel. Describe how you would handle an urgent, high-visibility customer escalation. I would first confirm the facts, business impact, ownership, and immediate customer need. I would communicate a clear action plan and update cadence to the customer, coordinate the appropriate internal partners, and document root cause and preventive actions after resolution. What metrics would you use to assess the performance of a customer support team? I would combine operational and quality measures, including response time, resolution time, backlog and queue health, SLA attainment, CSAT, first-contact resolution, reopen rate, quality scores, escalation trends, and agent productivity. I would interpret these together rather than optimizing one metric at the expense of customer outcomes. How have you used AI tools to improve frontline support operations? I use AI to accelerate knowledge retrieval, summarize interactions, support case classification, identify quality patterns, and reduce repetitive work. Successful adoption requires clear usage guidelines, training, quality controls, and measurement to ensure AI improves accuracy and customer experience rather than adding risk. How do you coach an experienced Support Specialist whose performance has declined? I would review objective performance data and relevant case examples before meeting with them. In the conversation, I would seek to understand contributing factors, agree on specific improvement goals and support, provide regular feedback, and track progress through a documented follow-up plan. Opportunity details ## About this role. About Us: Wrapbook is the AI platform for production finance. We’re building a system of action that puts finance teams in control of their whole production, from payroll, to spend, to accounting. Built for feature films, TV, and commercials, Wrapbook is trusted by teams at Netflix, Paramount, Anonymous Content, and more. With backing from Andreessen Horowitz, Bessemer Venture Partners, and Jeffrey Katzenberg’s WndrCo, our team of 350+ is using AI to transform how finance teams work and empower them to do more with less. The opportunity – Manager, Customer Support (Remote – USA / CANADA) We’re looking for a Manager, Customer Support to lead one of our Customer Support teams across Phone, Email, Live Chat, and SMS. Each Manager is fully accountable for the team during their hours. You’ll run daily operations, coach and develop a team of Support Specialists, and serve as the final escalation point for complex cases, all while coordinating closely with your counterpart Manager and fellow leaders to keep coverage, standards, and the customer experience consistent throughout the day. This is a hands-on operator role for a seasoned manager who’s comfortable working in ambiguity, knows when to delegate and when to roll up their sleeves, understands how to escalate with an informed recommendation and perspective, and can strategize against incoming volume to deploy resources where they’re needed. What You’ll Do: * Own the daily operating rhythm for your team — coverage, queue health, and case-handling quality across Phone, Email, Live Chat, and SMS. * Coordinate closely with your counterpart Manager at shift handoff to keep priorities and escalations consistent across the day. * Partner with fellow leaders across Support, Success, AI Ops, Product, and Engineering to ensure a great customer experience — resolving escalations, addressing customer needs, and improving tooling, routing, and process along the way. * Lead, coach, and develop a team of Customer Support Specialists through regular 1:1s, real-time coaching, and formal performance reviews. * Partner closely with and coach the team’s senior Specialists, leaning on them as an extension of your leadership on the floor while continuing to develop their growth. * Own scheduling, huddles, and the on-call rotation for your shift; strategize against incoming volume to deploy resources where they’re needed. * Serve as the final escalation point for complex or sensitive cases, and the go-to for any customer who asks to speak with a manager. * Exercise sound judgment on when to delegate to your team and when to roll up your sleeves and get hands-on. * Use AI tools in your own daily workflow to operate efficiently, and coach and hold your team accountable to appropriate AI agent utilization as part of their day-to-day work. * Own reporting on your team’s KPIs and performance metrics, using data to guide priorities and communicate progress to leadership. * Run the team’s AI-powered Quality Assurance Program, using it to coach performance and separate coaching gaps from product or tooling issues. * Build and refine the workflows, SOPs, and routing logic that keep the team consistent and scalable as volume and channels grow. What You’ll Have: * 4+ years of experience in customer support, with 3+ years managing people directly — ideally leading a team across multiple live channels (Phone, Email, Live Chat, SMS). * Proven ability to absorb new context quickly, operate independently, and run a high-performing team with minimal oversight. * Experience leading a support team where AI is front-line to the support experience, not just a backend tool. * Support management experience within production accounting, production payroll, the entertainment industry, finance, SaaS, or FinTech. * Strong operational instincts — able to strategize against incoming volume, deploy resources accordingly, and build schedules, workflows, and SOPs that scale. * Sound judgment handling complex or high-visibility escalations. * Strong data analysis and metrics-reporting skills — comfortable owning and communicating your team’s KPIs. * Excellent written and verbal communication skills — clear, compassionate, and calm under pressure. * Familiarity with our toolset: Salesforce (SFDC), Zoom / Zoom Contact Center, Claude, Notion, Google Suite, Linear, Slack, and Co-browse. This is a remote position open to candidates located in the United States or Canada. We are unable to sponsor or take over sponsorship of employment visas or work permits for this position. Applicants must be currently authorized to work in the country from which they will perform the work. Why Join Us At Wrapbook, creativity meets technology — and not just in the product. In addition to a competitive salary and all the benefits you can expect from a fast-growing technology company, you’ll get access to a team of creative problem solvers and the chance to see your contributions make large impacts. Benefits include: * 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 Our Pledge to Fostering an Inclusive and Safe Workplace: Wrapbook pledges to be a harassment- and discrimination-free space for everyone, regardless of age, disability, ethnicity, gender identity or expression, nationality, neurotype, personal appearance, political affiliation, professional background, race, religion, or sexual identity or orientation. Apply Now Have we got your attention? 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