🧾 About the Role
Wrapbook is where entertainment meets innovation. As a Remote Manager, Express Desk Support, you’ll lead a frontline support team focused on rapid, AI-powered resolutions for platform-related cases. From team development to process optimization and automation enhancements, you’ll be steering both people and technology toward support excellence. This isn’t just leadership—it’s future-forward, human-centered operations.
✅ Position Highlights
• Full-time, 100% Remote (U.S. or Canada)
• Salary:
- Zone A (SF, NYC, LA, DC, etc.): $106K–$144.4K
- Zone B (other U.S.): $92.5K–$126K
- Zone C (Canada): CA$92.5K–CA$126K
• Lead AI-assisted support workflows and Decagon integration
• Oversee weekend team leadership one Sunday every three weeks
• Reports to: Customer Support leadership
📋 What You’ll Own
• Lead a support team focused on resolving high-volume worker-type tickets
• Manage and evolve AI-powered workflows using Decagon AI
• Develop and maintain AI Agent Operating Procedures (AOPs)
• Oversee performance metrics, scheduling, workload, and QA
• Handle sensitive escalations and complex bug-related issues
• Deliver 1:1 coaching, performance reviews, and career plans
• Own hiring, onboarding, and ongoing enablement strategy
• Drive collaboration between Support, Product, and Engineering
• Monitor AI interaction quality and continuously improve tooling and logic
• Champion automation fluency among team members
• Track OKRs, improve documentation, and elevate support efficiency
🎯 Must-Have Traits
• 4+ years in customer support with 1+ years in people management
• Experience leading in SaaS or tech support environments with AI/automation focus
• Familiarity with Salesforce, Jira, Decagon, or similar platforms
• Strong communication and leadership skills
• Comfortable making autonomous decisions and guiding others through change
• Passion for developing team culture, coaching, and inclusion
• Strong prioritization and multitasking abilities in dynamic environments
💻 Remote Requirements
• Stable high-speed internet
• Based in the U.S. or Canada
• Ability to provide weekend leadership coverage every 3rd Sunday
• Comfort leading across time zones and managing distributed teams
💡 Why It’s a Win for Remote Job Seekers
• Work from anywhere in the U.S. or Canada
• Unlimited PTO
• Competitive benefits: health, dental, and vision
• Home office setup stipend: up to $1,500 USD / $2,025 CAD
• Monthly phone/internet reimbursement
• 401(k)/RRSP with up to 2% match
• Learning & development budget
• Join a high-growth, creative team backed by A-list investors
✍️ Call to Action
If you’re ready to lead a smart, scalable support team powered by both people and AI, Wrapbook wants to hear from you. Apply now and help reimagine what customer service can be—in tech, in entertainment, and beyond.