Wrapbook · 11 hours ago
Customer Support Specialist III
United States
Full-time
Remote
Entry, Mid Level
$52K/yr - $83K/yr
2+ years expWrapbook is a smart platform that simplifies production payroll and accounting. They are seeking a Customer Support Specialist III to ensure crew members and client users receive timely and accurate support for their product inquiries and technical issues.
Computer Software
Responsibilities
Own a portfolio of cases and inbound interactions (email, live chat, and phone via Salesforce), serving as the primary point of contact from first touch through resolution for crew members and client users
Diagnose and troubleshoot product behaviors and production workflows: investigate issues, reproduce bugs, identify root cause, and advise on next steps or workarounds
Manage your case backlog with clear ownership and urgency: prioritize work by customer impact, SLA, and escalation risk; proactively follow up internally and externally until issues are fully resolved
Partner closely with Customer Success, Payroll Ops, Product, and Engineering to resolve customer issues, translating customer context into actionable technical detail
Identify trends and product gaps: log high-quality bug reports and product requests in Linear (or similar tools), including replication steps and business impact
Escalate urgent or production-critical issues via PagerDuty or established escalation channels and help coordinate cross-functional response through resolution
Deliver a concierge support experience: adapt communication style to the customer and situation, explain solutions clearly, and anticipate follow-up needs
Contribute to team knowledge and operational excellence by creating and maintaining SOPs, templates, troubleshooting guides, and other internal documentation
Support continuous improvement efforts by sharing best practices, surfacing opportunities for workflow optimization, deflection, or automation, and incorporating QA feedback into your day-to-day work
Mentor and support junior teammates as needed through case guidance, escalation support, and modeling strong customer judgment and communication
Qualification
Required
2+ years of experience in customer support, technical support, or an administrative role supporting film and television production (or equivalent B2B SaaS experience)
Strong knowledge of Film & Television production workflows; Production Accounting or payroll experience is highly valued
Confidence communicating with customers via phone, email, and live chat, including comfort being on the phone for extended periods when needed
Excellent written communication skills, with the ability to document customer issues clearly and create effective internal tickets and documentation
Proven troubleshooting and problem-solving skills, with a habit of researching, validating, and understanding solutions before communicating them
Demonstrated ability to manage a case queue responsibly, multitask across multiple issues, and prioritize effectively in a fast-paced environment
Comfort working in an early-stage, high-growth company where priorities evolve and adaptability matters
Experience collaborating cross-functionally and a genuine enjoyment of working with others to achieve shared outcomes
Familiarity with tools such as Salesforce, Linear (or similar bug tracking tools), PagerDuty, Slack, and Notion (or the ability to learn them quickly)
Preferred
Motion Picture Union Payroll experience
Experience supporting high-volume case environments or complex, high-sensitivity customer scenarios
Experience creating or maintaining SOPs, workflows, or training materials for support teams
Experience identifying deflection opportunities, improving self-serve resources, or contributing to automation initiatives
Experience contributing to QA programs, mentoring junior support staff, or supporting team enablement
Experience creating operating procedures or content for AI-powered support tools
Benefits
Unlimited Paid Time Off
Work from anywhere in Canada and USA
Health and Dental benefits
Up to $1,500 USD/ $2,025 CAD towards IT set up for your home
Up to 2% matching RRSP / 401K
Learning and Development opportunities
Up to $50 USD/ $67.50 CAD towards Internet/Cell phone service
Company
Wrapbook
Wrapbook is the next standard in production payroll and accounting—a force multiplier that empowers finance teams in film, TV, commercials, and other media to accomplish more, faster, with greater data integrity.
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
Cameron Woodward
Co-Founder
Naysawn Naji
Co-Founder
Recent News
Bowery Capital
2023-07-01
2023-03-13
Company data provided by crunchbase