Manager, Customer Support

Los Angeles, CA, United States

**Manager, Customer Support**

at Wrapbook Remote - Los Angeles Our mission at Wrapbook is to increase the prosperity of the project economy. A significant shift has occurred within the workforce recently and 50M Americans are now engaged in freelance or project-based work. The popularity of project based employment has introduced flexibility for both employers and employees but also added complexities from a compensation and administrative standpoint. Our vertical fintech platform enables companies to seamlessly onboard, pay and insure their workforces.

Were building the best product for the entertainment industry but operate in a 50B market and have big goals we want to achieve. With legacy competition slow to react and over 30M raised from Andreessen Horowitz, Equal Ventures, Uncork Capital, Jeffrey Katzenberg and CAA co-founder Michael Ovitz, we are at an exciting stage of growth and there isnt a better time to join!

**What you'll Do:**

* Communicate weekly goals and deadlines to team members and management

* Creating a productive work environment for the team using trust and other appropriate strategies

* Assess team performance and provide timely feedback

* Hire, develop, manage and coach Customer Service Specialists to build successful teams that deliver an exceptional customer experience via multiple channels of communication

* Perform regular performance reviews and provide feedback to ensure a highly engaged workforce

* Oversees the daily workflow and scheduling of the department.

* Assist with the daily operation of the Customer Support organization

* Act as an escalation point

* Provide teams with information about recent developments, programmes and policy changes of management

* Use customer data and root cause analytics to identify improvements and implement efficiency strategies

* Participate in OKR creation and drive team toward goals and objectives

* Establish peer-to-peer relationships, to enhance process efficiency and establish customer-first business practices and standard operating procedures

* Acts as a liaison between the customer service department and other departments in the company.

* Escalation point between support team and sr. management

* Random ticket/call/chat reviews to ensure accuracy and professionalism against performance scorecard

* Agent scheduling coverage and call quality

* Creation and reporting of weekly, monthly, quarterly metrics and trends

**We think you'll be an amazing fit for this position if your application can demonstrate:**

* 3-5 years as a Manager of a Customer Service team in a Saas technology company

* G-suite to include intermediate excel

* Excellent communication skills with ability to communicate issues that are complex in nature, both verbally and in writing, through various mediums

* Experience collaborating with clients and departments to identify needs, prioritize requests, and build effective relationships using tact and diplomacy

* Impeccable organizational skills

* Able to multitask and work proactively and independently in an ever changing environment

* Strong customer service experience with focus on giving an exceptional customer experience

****Why Join Us:****

At Wrapbook, creativity meets technology and not just in the product.

In addition to a competitive salary and all the benefits you can expect from a fast-growing technology company, youll get access to a team of creative problem solvers and the chance to see your contributions make large impacts.

Benefits include:

* Unlimited Paid Time Off

* Work from anywhere in US

* Health and Dental Benefits

* Up to $1500 towards IT set up for your home

* Up to 4% matching RRSP / 401K

* Learning and Development Allowance

* $150 Monthly Life Style Benefits

Sure, there are Benefits and Perks: but the real reason people are proud to work at Wrapbook is because each person knows their opinion is respected, and they can see the difference they make. If you want to accelerate your career and have just as much of a life outside the office as insideyou're exactly what we're looking for

**Our Pledge to Fostering an Inclusive and Safe Workplace:**

Wrapbook pledges to be a harassment- and discrimination-free space for everyone, regardless of age, disability, ethnicity, gender identity or expression, nationality, neurotype, personal appearance, political affiliation, professional background, race, religion, or sexual identity or orientation.

**Apply Now**

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