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Wrapbook is an AI-powered platform for production finance, serving feature films, TV, and commercials. The company is backed by Andreessen Horowitz, Bessemer Venture Partners, and WndrCo, with 350+ employees.
You will lead one of Wrapbook's Customer Support teams, managing daily operations across Phone, Email, Live Chat, and SMS channels. This is a hands-on manager role requiring you to own team coverage, queue health, and case-handling quality. You'll coach and develop a team of Support Specialists, serve as the final escalation point for complex cases, and coordinate closely with your counterpart manager to maintain consistent standards and customer experience throughout the day.
Key responsibilities include:
- Owning daily operating rhythm: coverage, queue health, and case-handling quality across all channels
- Coordinating with your counterpart manager at shift handoffs to maintain consistency
- Partnering with leaders across Support, Success, AI Ops, Product, and Engineering to resolve escalations and improve processes
- Leading, coaching, and developing Support Specialists through 1:1s, real-time coaching, and performance reviews
- Managing scheduling, huddles, and on-call rotations; strategizing resource deployment based on volume
- Serving as final escalation point for complex or sensitive cases
- Using AI tools in your workflow and coaching your team on appropriate AI agent utilization
- Owning team KPI reporting and using data to guide priorities
- Running the team's AI-powered Quality Assurance Program
- Building and refining workflows, SOPs, and routing logic for scalability
You'll work in an environment where AI is front-line to the support experience, not just a backend tool. The role requires balancing delegation with hands-on involvement, sound judgment on escalations, and the ability to operate independently with minimal oversight.
REQUIREMENTS:
- 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 and operate independently
- Experience leading a support team where AI is front-line to the support experience
- Support management experience within production accounting, production payroll, entertainment industry, finance, SaaS, or FinTech (preferred)
- Strong operational instincts: strategizing against volume, deploying resources, building scalable schedules and workflows
- Sound judgment handling complex or high-visibility escalations
- Strong data analysis and metrics-reporting skills
- Excellent written and verbal communication skills—clear, compassionate, and calm under pressure
- Familiarity with: Salesforce (SFDC), Zoom / Zoom Contact Center, Claude, Notion, Google Suite, Linear, Slack, and Co-browse
