Express Desk Support Manager, Wrapbook
$92.5-144.4k
CA$92.5K – CA$126K; For US-based applicants, salary is dependent on location within the US
More information about location
Media production payroll & insurance solution
Be an early applicant
Media production payroll & insurance solution
201-500 employees
Be an early applicant
$92.5-144.4k
CA$92.5K – CA$126K; For US-based applicants, salary is dependent on location within the US
More information about location
201-500 employees
Company mission
Wrapbook's mission is to make the lives of those working in production better.
Role
Who you are
- The ideal candidate is a strong operator who thrives on team development, loves solving process problems, and gets excited about how AI can level up human support
- 4+ years of experience in customer support, with 1+ years managing people directly
- Proven ability to lead high-performing support teams in fast-paced, high-volume environments
- Experience supporting or managing technical case flows, ideally within SaaS or operations-heavy products, and AI systems
- Strong decision-making skills and comfort working independently to resolve issues and optimize performance
- Familiarity with support tools like Salesforce (SFDC), Jira, Decagon, or equivalent systems
- A passion for developing people and building inclusive, trust-based team environments
- Excellent written and verbal communication skills—you’re clear, compassionate, and calm under pressure
- Strong organizational and prioritization skills, with the ability to manage both immediate case needs and long-term improvements
What the job involves
- We’re looking for a Manager, Express Desk Support (MGR 5) to lead a team of frontline support specialists focused on resolving high-volume, platform-related cases with speed, accuracy, and empathy
- This role combines daily team management with ownership of our AI-powered support experience
- You’ll play a key role in coaching your team, optimizing performance, and improving automation workflows in partnership with our product and engineering teams
- Lead and support a specialized Support team focused on high-volume case resolution from Worker type users, bug escalation, and AI-assisted workflows
- Own and optimize our Decagon AI integration, including writing and maintaining AI Agent Operating Procedures (AOPs) that drive accurate, consistent, and scalable automated responses via AI Chat and AI Email
- Manage daily operations, including scheduling, workload distribution, quality assurance, and performance monitoring
- Serve as the first point of escalation for complex or sensitive cases, applying expert-level knowledge to unblock issues and guide resolution
- Deliver regular 1:1s, career plans, performance reviews, and real-time coaching to drive IC growth, engagement, and performance
- Own hiring, onboarding, and continuous enablement to ensure your team is equipped and empowered to succeed
- Lead a QA function for AI-assisted interactions, overseeing reviews, annotations, and iterative improvements to automated replies
- Collaborate cross-functionally with Product, Engineering, and other support teams to enhance bug handling, automation logic, and intent recognition
- Champion AI literacy within the team, ensuring frontline agents understand how to work effectively alongside automation
- Stay current with emerging AI capabilities and recommend enhancements to support workflows and tooling
- Analyze deflection performance and user feedback to identify trends, gaps, and areas for continuous improvement
- Monitor and report on team OKRs and support metrics; drive improvements to documentation, tools, and internal processes
- Foster a healthy, inclusive team culture grounded in psychological safety, trust, and continuous feedback
- Be available to work one Sunday every three weeks, providing leadership coverage during weekend Express Desk hours
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. In 2021, commitments from new and existing investors boosted Wrapbook’s valuation to $1 billion, earning it unicorn status. With this funding, it has continued to bolster its payroll platform and workforce to best support the needs of production companies.
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: $150.5m
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.
Naysawn Naji
(Co-Founder)Early career as a Programmer at McGill University. Became a Software Developer at Xiphos Technologies. For over 4 years was Program Manager at Microsoft. Founded artSumo.com. For 5 years was CTO of Grupo Regalii.
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