Manager, Express Desk Support

Remote

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$92,500 – $144,400Compensation

Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Production Payroll, Support Services, BiotechnologyIndustries

Requirements

Candidates should possess at least 4 years of experience in customer support, with a minimum of 1 year of experience managing people directly. They should demonstrate a proven ability to lead high-performing support teams within a fast-paced, high-volume environment. Strong knowledge of AI-assisted support workflows and experience with Decagon AI integration are preferred.

Responsibilities

The Manager, Express Desk Support will lead and support a specialized Support team focused on resolving high-volume case resolution from Worker type users, bug escalation, and AI-assisted workflows. They will own and optimize the Decagon AI integration, including writing and maintaining AI Agent Operating Procedures (AOPs). The role involves managing daily operations, serving as a point of escalation for complex cases, delivering 1:1 coaching and performance reviews, overseeing hiring and onboarding, leading a QA function for AI interactions, collaborating with Product and Engineering, analyzing deflection performance, monitoring team metrics, fostering a positive team culture, and providing leadership coverage one Sunday every three weeks.

Skills

Team Management

Customer Support

Process Improvement

Automation Workflow

AI Support

Team Coaching

Performance Optimization

Wrapbook

Digital payroll and production management platform

About Wrapbook

Wrapbook offers a digital payroll and production management platform tailored for the entertainment industry, serving clients like film and TV production companies. The platform simplifies payroll by allowing users to collect timecards through an app, generating smart timecards that ensure compliance with industry standards. It stands out from competitors by integrating with accounting software like QuickBooks, streamlining financial management. The goal of Wrapbook is to provide a fast and secure way to manage payroll and production needs, reducing administrative burdens for its clients.

Toronto, CanadaHeadquarters

2018Year Founded

$146.3MTotal Funding

LATE_VCCompany Stage

Enterprise Software, Financial Services, EntertainmentIndustries

201-500Employees

Benefits

Unlimited Paid Time Off

Remote Work Options

Health Insurance

Dental Insurance

Home Office Stipend

401(k) Company Match

401(k) Retirement Plan

Professional Development Budget

Phone/Internet Stipend

Risks

Increased competition from established players like Cast & Crew threatens market share.

Entertainment industry strikes may disrupt production schedules, affecting Wrapbook's service demand.

Reliance on third-party integrations poses risks if partners change APIs or business models.

Differentiation

Wrapbook offers a unified platform for production payroll and cost management.

The platform ensures compliance with industry standards through smart timecards and union compliance.

Wrapbook integrates with major accounting software, enhancing financial management efficiency.

Upsides

Wrapbook's recent $20M funding will accelerate its NextGen payroll solution development.

The platform's new cost-management tools improve collaboration between production and accounting teams.

Growing demand for digital payroll solutions in entertainment boosts Wrapbook's market potential.

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