Manager, Express Desk Support

Position Overview

• Location Type: Remote
• Job Type: Full-Time
• Salary: $92.5K - $144.4K

Wrapbook is a smart, intuitive platform that makes production payroll and accounting easier, faster, and more secure. We provide a unified payroll platform that seamlessly connects your entire team—production, accounting, cast, and crew—all in one place. Wrapbook empowers production teams to manage projects, pay cast and crew, track expenses, and generate data-driven insights, while enabling workers to manage timecards, track pay, and onboard to new projects from any device. Wrapbook brings clarity and dependability to production payroll, while increasing the productivity of your whole team.

The Opportunity

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. 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.

Note: This role includes leadership coverage one Sunday every three weeks as part of the regular schedule.

Responsibilities

• 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.

Requirements

• 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.

Company Information

Wrapbook is trusted by companies of all sizes and powers payroll for some of the industry’s top production companies, including SMUGGLER, Tuff, and GhostRobot. Our growing team of 250+ people across the USA and Canada includes entertainment and technology experts from SAG-AFTRA, DGA, IATSE, Teamsters, Amazon, Microsoft, Facebook, and more. Wrapbook is backed by top-tier investors, including Jeffrey Katzenberg’s WndrCo, Andreessen Horowitz, and A* Capital. We have raised $130M and are in a strong financial position.