Manager, Customer Support at Wrapbook · United States · Joined
W
Manager, Customer Support
Wrapbook · United States · Just now · 0 applicants
NewRemoteFull-timeManager
Pay
$130k–$178kListed
Workplace
Remote
Job type
Full-time
Level
Manager
Team: Customer Support · Source: jobright · Posted by joined-scrapper
About the role
Lead a customer support team at Wrapbook, an AI platform for production payroll and accounting. Oversee daily operations, coaching, escalations, staffing, and performance reporting while building scalable workflows and coordinating with other leaders to ensure consistent customer experience across phone, email, chat, and SMS.
What you’ll do
Oversee daily support operations across phone, email, live chat, and SMS
Coach and develop support team members
Manage escalations and high-visibility issues
Staff scheduling and resource deployment
Report on team KPIs and performance
Build scalable workflows and SOPs
What you’ll need
4+ years customer support experience
3+ years people management
Experience leading AI-driven support teams
Background in production accounting/payroll/FinTech/SaaS
Strong operational and workflow design skills
Proficient in data analysis and KPI reporting
Original job description
Wrapbook is hiring a Manager, Customer Support to lead a customer support team across phone, email, live chat, and SMS. The role oversees daily operations, coaching, escalations, staffing, performance reporting, and scalable workflows while coordinating with other leaders to maintain a consistent customer experience.4+ years of experience in customer…