eCommerce support agent helping Wolseley Canada customers resolve online orders, registrations, and platform issues. Promoting Wolseley Express adoption and coordinating technical escalations.
About the role
- Customer Support Manager leading phone, email, chat, and SMS teams at Wrapbook, an AI production-finance platform. Coaching specialists, managing escalations, KPIs, scheduling, and scalable support operations.
Responsibilities
- Own daily operating rhythm, coverage, queue health, and case-handling quality across Phone, Email, Live Chat, and SMS
- Coordinate shift handoffs with the counterpart Manager
- Partner with leaders across Support, Success, AI Ops, Product, and Engineering to resolve escalations, address customer needs, and improve tooling, routing, and processes
- Lead, coach, and develop Customer Support Specialists through 1:1s, real-time coaching, and performance reviews
- Coach senior Specialists and support their development
- Own scheduling, huddles, and the on-call rotation; deploy resources according to incoming volume
- Serve as final escalation point for complex or sensitive cases and manager requests
- Use AI tools and coach appropriate AI-agent utilization
- Own team KPI and performance reporting
- Run the AI-powered Quality Assurance Program
- Build and refine workflows, SOPs, and routing logic for consistency and scalability
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
- Support management experience within production accounting, production payroll, entertainment, finance, SaaS, or FinTech
- Strong operational instincts, including strategizing against incoming volume, deploying resources, and building scalable schedules, workflows, and SOPs
- Sound judgment handling complex or high-visibility escalations
- Strong data analysis and metrics-reporting skills; comfortable owning and communicating team KPIs
- Excellent written and verbal communication skills
- Familiarity with Salesforce (SFDC), Zoom / Zoom Contact Center, Claude, Notion, Google Suite, Linear, Slack, and Co-browse
- Legally authorized to work in Canada or the United States
- Must not require Wrapbook to sponsor a work permit now or in the future
Benefits
- Unlimited Paid Time Off
- Work from anywhere in Canada and USA
- Health and Dental benefits
- Up to $1,500 USD/ $2,025 CAD towards IT set up for your home
- Up to 2% matching RRSP / 401K
- Learning and Development opportunities
- Up to $50 USD/ $67.50 CAD towards Internet/Cell phone service
- Competitive salary
- Creative problem-solving team environment
- Opportunity to make large impacts
Job title
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Experience level
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Degree requirement
No Education Requirement
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