{"id":2576822,"url":"https://alion.io/job/wrapbook-manager-customer-support","title":"Manager, Customer Support","company":{"id":7334,"name":"Wrapbook","domain":"wrapbook.com","url":"https://alion.io/company/wrapbook","size_band":"201-500","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Ashby","truth_index":null},"role":"Finance","role_family":"Finance","seniority":"middle","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"posting_text","remote_working_hours":null,"hiring_geo_confidence":"inferred","locations":[],"countries":[],"hiring_countries":["US","CA"],"hiring_countries_total":2,"salary":null,"salary_estimate":{"min_usd":79000,"max_usd":163000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":250},"experience_years_min":4,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"AI Agents","optional":false},{"name":"AIOps","optional":false},{"name":"Claude","optional":true},{"name":"Linear","optional":true},{"name":"Notion","optional":true},{"name":"Slack","optional":true}],"status":"live","first_seen_at":"2026-10-14T23:53:01Z","employer_posted_date":"2026-10-14","last_verified_at":"2026-10-15T04:24:31Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"About Us:\nWrapbook 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.\nBuilt 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.\nThe opportunity - Manager, Customer Support (Remote - USA / CANADA)\nWe’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.\nWhat You’ll Do:\nOwn the daily operating rhythm for your team - coverage, queue health, and case-handling quality across Phone, Email, Live Chat, and SMS.\n\nCoordinate closely with your counterpart Manager at shift handoff to keep priorities and escalations consistent across the day.\n\nPartner 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.\n\nLead, coach, and develop a team of Customer Support Specialists through regular 1:1s, real-time coaching, and formal performance reviews.\n\nPartner 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.\n\nOwn scheduling, huddles, and the on-call rotation for your shift; strategize against incoming volume to deploy resources where they're needed.\n\nServe as the final escalation point for complex or sensitive cases, and the go-to for any customer who asks to speak with a manager.\n\nExercise sound judgment on when to delegate to your team and when to roll up your sleeves and get hands-on.\n\nUse 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.\n\nOwn reporting on your team's KPIs and performance metrics, using data to guide priorities and communicate progress to leadership.\n\nRun the team's AI-powered Quality Assurance Program, using it to coach performance and separate coaching gaps from product or tooling issues.\n\nBuild and refine the workflows, SOPs, and routing logic that keep the team consistent and scalable as volume and channels grow.\n\nWhat You’ll Have:\n4+ 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).\n\nProven ability to absorb new context quickly, operate independently, and run a high-performing team with minimal oversight.\n\nExperience leading a support team where AI is front-line to the support experience, not just a backend tool.\n\nSupport management experience within production accounting, production payroll, the entertainment industry, finance, SaaS, or FinTech.\n\nStrong operational instincts - able to strategize against incoming volume, deploy resources accordingly, and build schedules, workflows, and SOPs that scale.\n\nSound judgment handling complex or high-visibility escalations.\n\nStrong data analysis and metrics-reporting skills - comfortable owning and communicating your team's KPIs.\n\nExcellent written and verbal communication skills - clear, compassionate, and calm under pressure.\n\nFamiliarity with our toolset: Salesforce (SFDC), Zoom / Zoom Contact Center, Claude, Notion, Google Suite, Linear, Slack, and Co-browse.\n\nWhy Join Us\nAt Wrapbook, creativity meets technology - and not just in the product.\nIn 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:\nUnlimited Paid Time Off\n\nWork from anywhere in Canada and USA\n\nHealth and Dental benefits\n\nUp to $1,500 USD/ $2,025 CAD towards IT set up for your home\n\nUp to 2% matching RRSP / 401K\n\nLearning and Development opportunities\n\nUp to $50 USD/ $67.50 CAD towards Internet/Cell phone service\n\nOur Pledge to Fostering an Inclusive and Safe Workplace:\nWrapbook 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.\nApply Now\nHave we got your attention? Submit your application today and a member of our Talent team will be in touch with you shortly!","description_format":"text","description_chars":5443,"description_truncated":false,"requirements":{"experience_years_min":4,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["401k plan"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"},{"name":"Canada","iso":"CA","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Artificial Intelligence","Media & Entertainment","Professional Services","Payroll Services"],"lifecycle":[{"event":"open","at":"2026-10-15T00:25:02Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":0,"expected_fill_days":43,"reasons":["conf:1","win:early"],"computed_at":"2026-10-15T05:24:31Z"},"pay":null,"html_url":"https://alion.io/job/wrapbook-manager-customer-support","json_url":"https://alion.io/job/wrapbook-manager-customer-support.json","meta":{"generated_at":"2026-10-15T05:24:31Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":7893,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-16T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":7334},"rest":"https://alion.io/mcp/rest/get_company?id=7334"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fwrapbook-manager-customer-support"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fwrapbook-manager-customer-support"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fwrapbook-manager-customer-support"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/wrapbook-manager-customer-support\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fwrapbook-manager-customer-support"}]}