Customer Support Specialist III

Customer Support Specialist III (Remote - US)

About Wrapbook

Wrapbook is a smart, intuitive platform designed to simplify production payroll and accounting. We connect your entire team—production, accounting, cast, and crew—in one seamless system, empowering them to manage projects, process payments, track expenses, and gain data-driven insights. Our platform ensures workers can manage timecards, track pay, and onboard easily from any device, bringing clarity and dependability to production payroll while boosting team productivity. Trusted by industry leaders and backed by top-tier investors, Wrapbook is a financially strong, rapidly growing company with over 250 employees across the USA and Canada.

The Opportunity

We are seeking an enthusiastic Customer Support Specialist III to join our Support organization. In this remote role, you will ensure our crew members and client users receive prompt, accurate, and caring resolutions to their product questions and technical issues. You'll handle a variety of case types, from high-volume inquiries to complex production scenarios, potentially aligning with teams focused on scaled support (Express Desk) or high-touch, relationship-driven support (Partnership Team). Your critical role involves ensuring compliant and timely compensation for payees while delivering a concierge-quality support experience.

What You'll Do

• Own Case Management: Serve as the primary point of contact, managing a portfolio of cases and inbound interactions (email, live chat, phone via Salesforce) from initial contact through resolution.
• Troubleshoot & Diagnose: Investigate product behaviors and production workflows, reproduce bugs, identify root causes, and provide solutions or workarounds.
• Manage Backlog: Prioritize and manage your case queue with urgency, focusing on customer impact, SLAs, and escalation risks.
• Cross-Functional Collaboration: Partner with Customer Success, Payroll Ops, Product, and Engineering to resolve issues and translate customer context into actionable technical details.
• Identify Trends & Gaps: Log high-quality bug reports and product requests in Linear (or similar tools), detailing replication steps and business impact.
• Escalate Critical Issues: Manage urgent or production-critical issues via PagerDuty or established channels, coordinating cross-functional responses.
• Deliver Concierge Support: Adapt communication style, clearly explain solutions, and anticipate customer needs.
• Contribute to Knowledge Base: Create and maintain SOPs, templates, and troubleshooting guides.
• Drive Improvement: Share best practices, identify workflow optimization opportunities, and incorporate QA feedback.
• Mentor Junior Teammates: Provide guidance and support to junior colleagues as needed.

What You'll Have

• 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.
• Confident communication skills via phone, email, and live chat.
• Excellent written communication skills for clear documentation and effective ticket creation.
• Proven troubleshooting and problem-solving abilities.
• Demonstrated ability to manage a case queue, multitask, and prioritize effectively in a fast-paced environment.
• Comfort working in a high-growth, early-stage company with evolving priorities.
• Experience collaborating cross-functionally.
• Familiarity with tools like Salesforce, Linear, PagerDuty, Slack, and Notion (or ability to learn quickly).

Nice to Have

• Motion Picture Union Payroll experience.
• Experience supporting high-volume or complex customer scenarios.
• Experience creating SOPs, workflows, or training materials.
• Experience identifying deflection opportunities or contributing to automation initiatives.
• Experience contributing to QA programs or mentoring junior staff.
• Experience with AI-powered support tools.

Why Join Wrapbook?

• Competitive Compensation: Attractive salary and benefits.
• Unlimited Paid Time Off.
• Remote Work: Work from anywhere in Canada and the USA.
• Comprehensive Benefits: Health and Dental coverage.
• Home Office Setup: Up to $1,500 USD / $2,025 CAD for IT setup.
• Retirement Savings: Up to 2% matching RRSP / 401K.
• Professional Development: Learning and Development opportunities.
• Connectivity Stipend: Up to $50 USD / $67.50 CAD for Internet/Cell phone service.

Our Commitment to Inclusion

Wrapbook is dedicated to fostering a harassment- and discrimination-free workplace for everyone. We value diversity and inclusivity across all dimensions.

Apply Now

If this opportunity excites you, submit your application today!