wrapbook - Manager, Customer Support

• 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.