Manager of Customer Support, Wrapbook
$110-178k
Salary dependent on location. All Locations in Canada: CA$110K – CA$151.5K
Media production payroll & insurance solution
Be an early applicant
Media production payroll & insurance solution
201-500 employees
Be an early applicant
$110-178k
Salary dependent on location. All Locations in Canada: CA$110K – CA$151.5K
201-500 employees
Company mission
To make the lives of those working in production better.
Role
Who you are
- 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
What the job involves
- 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
- 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
Our take
Payroll systems for the production industry are long outdated, with the vast majority of administration still being completed manually, in person, and on paper. This forces cast and crew members to loose many hours in unpaid work and drives up production costs.
Wrapbook's app helps cast and crew complete onboarding, submit timecards and track payments. It offers touch and face ID and helps users track various filings as they pass through the system. Its position as one of the country’s only entertainment-compliant companies of its kind has given it a strong head start in its field.
The company's product is used by well-known production companies such as CollegeHumor, Creative Blood and JN, and serves over 1,000 companies in total. The company has earned Unicorn status, and continues to enhance the capabilities of its payroll platform such as through the acquisition of scheduling platform Cinapse.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
230% employee growth in 12 months
Company
Funding (last 2 of 4 rounds)
Sep 2024
$20m
LATE VC
Nov 2021
$100m
SERIES B
Total funding: $150.4m
Company benefits
- Health & Benefits - choose from several customizable plans, including vision and dental
- Minimum Time Off - Everyone is encouraged to take at least 3 weeks off annually
- 401K & RRSP
- Work Remotely
- IT Setup for Your Home
- Lifestyle Perks - Wrapbook employees get a monthly stipend to treat themselves
- Stock Options
- Parental Leave
Company HQ
Midtown Manhattan, New York, NY
Leadership
Cameron Woodward
(Co-founder)Director of Interactive Marketing at Invisible Children. Next, Co-founded and Executive produced Sprinkle Lab for 8 years. Went on to Found and serve as CEO of Film Casualty Insurance Agency.
Ali Javid
(CEO & Co-founder)Formerly VP of Business Development at Body Labs, Business Development Manager at Intel Corporation and Director of Strategy and Finance at WebTuner Corp.
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