Remote – U.S. & Canada | Full-Time | Customer Support | SaaS + AI | $92.5K–$144.4K
🧾 About the Role
Wrapbook is rewriting the script for production payroll—and they’re looking for a Manager, Express Desk Support to direct a high-volume support squad. This role blends team leadership with AI ops, so if you can juggle frontline chaos and automation finesse without dropping the ball, you’ll fit right in. You’ll oversee agents, refine AI workflows, and ensure users get real help, real fast.
✅ Position Highlights
• 💸 Zone-based salary range:
• Zone A (e.g., NYC, SF): $106K–$144.4K
• Zone B (other U.S.): $92.5K–$126K
• Zone C (Canada): CA$92.5K–CA$126K
• 🌎 Remote: Anywhere in U.S. or Canada
• 🕐 Full-Time with occasional Sunday coverage (1 in 3 weeks)
• 🩺 Health, Dental, Vision + Disability
• 🏖 Unlimited PTO + Paid Holidays
• 💻 $1,500 USD/ $2,025 CAD home office stipend
• 📡 Monthly internet/cell reimbursement
• 📚 Learning & Development + 401(k)/RRSP match
📋 What You’ll Own
• Lead a fast-moving support team handling bug escalations and high-volume worker cases
• Coach agents, run 1:1s, performance reviews, and career development plans
• Manage Decagon AI systems and write Agent Operating Procedures (AOPs) for automation
• Triage complex tickets and serve as the escalation point
• Track KPIs, QA scores, and deflection metrics
• Collaborate with Product and Engineering to improve automation and intent recognition
• Hire, onboard, and empower your team to excel
• Champion a feedback-rich, inclusive team culture rooted in psychological safety
🎯 Must-Have Traits
• 4+ years of customer support experience, 1+ year in a people management role
• Hands-on with technical case management and high-volume workflows
• Experience with Salesforce, Jira, Decagon, or equivalent platforms
• Passion for AI-enhanced support and team empowerment
• Strong decision-maker with top-tier written/verbal skills
• Organized, calm under fire, and obsessed with improving the customer experience
💻 Remote Requirements
• Must reside in U.S. or Canada
• Reliable internet
• Able to work one Sunday every three weeks for team coverage
💡 Why It’s a Win for Remote Job Seekers
• Wrapbook is a leader in modern payroll tech with backing from Andreessen Horowitz and WndrCo
• You’ll be on the frontier of human + AI support integration
• Room to grow with a creative, tech-savvy team
• Real impact, not just another ticket in the queue
✍️ Call to Action
If you’re a people-first operator who can code-switch between team coaching and automation optimization, Wrapbook wants your name on the call sheet. Apply now and help redefine support for the production world.