Manager, Customer Support

Wrapbook•,

5d•$110,000 - $178,000•Remote

About The Position

We’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.

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, 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.

Responsibilities

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.