Manager, Customer Support

Wrapbook

. Own daily operating rhythm, coverage, queue health, and case-handling quality across Phone, Email, Live Chat, and SMS .

Posted 10/15/2026full-timeRemote • United States, CanadaMid-LevelSenior💰 $110,000 - $178,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in managing customer support teams across multiple channels, utilizing AI tools for enhanced service delivery, and driving performance through data analysis and KPI management. Proven ability to develop workflows, SOPs, and scalable processes to optimize team operations and customer satisfaction.

Highest-signal resume keywords

Customer Support ManagementAI Utilization in SupportData Analysis and Metrics ReportingTeam Leadership and DevelopmentOperational Strategy and Workflow Optimization

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer SupportTeam ManagementData AnalysisKPI ManagementWorkflow DevelopmentSOP CreationEscalation ManagementPerformance ReviewOperational StrategyResource Deployment

Soft Skills

Excellent CommunicationSound JudgmentCoaching and MentoringProblem SolvingAdaptability

Tools & Technologies

Salesforce (SFDC)ZoomZoom Contact CenterClaudeNotionGoogle SuiteLinearSlackCo-browse

Industry Keywords

Production AccountingProduction PayrollEntertainmentFinanceSaaSFinTech

Tech Stack

Tools & technologies

SFDC

About the role

Key responsibilities & impact

Own daily operating rhythm, coverage, queue health, and case-handling quality across Phone, Email, Live Chat, and SMS
Coordinate shift handoffs with the counterpart Manager
Partner with leaders across Support, Success, AI Ops, Product, and Engineering to resolve escalations, address customer needs, and improve tooling, routing, and processes
Lead, coach, and develop Customer Support Specialists through 1:1s, real-time coaching, and performance reviews
Coach senior Specialists and support their development
Own scheduling, huddles, and the on-call rotation; deploy resources according to incoming volume
Serve as final escalation point for complex or sensitive cases and manager requests
Use AI tools and coach appropriate AI-agent utilization
Own team KPI and performance reporting
Run the AI-powered Quality Assurance Program
Build and refine workflows, SOPs, and routing logic for consistency and scalability

Requirements

What you’ll need

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
Support management experience within production accounting, production payroll, entertainment, finance, SaaS, or FinTech
Strong operational instincts, including strategizing against incoming volume, deploying resources, and building scalable schedules, workflows, and SOPs
Sound judgment handling complex or high-visibility escalations
Strong data analysis and metrics-reporting skills; comfortable owning and communicating team KPIs
Excellent written and verbal communication skills
Familiarity with 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

Comp & perks

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
Competitive salary
Creative problem-solving team environment
Opportunity to make large impacts