Customer Support Specialist III

About Us:

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.

Trusted by companies of all sizes, Wrapbook 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, including 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.

The Opportunity – Customer Support Specialist III (Remote - US)

We are looking for an enthusiastic Customer Support Specialist II to join our team. Reporting into the support organization, you’ll be tasked with ensuring our crew members and client users have their product questions answered and technical issues addressed. This role involves a variety of different skills, including strong knowledge of entertainment industry practices, written communication by email, verbal communication by phone, all to ensure payees are compensated quickly and compliantly.

What you'll do:

• Provide daily support via Salesforce cases and inbound phone calls to crew members and client users as they leverage our product in service of their production projects

• Troubleshoot issues and investigate to identify the root cause of a behavior and advise next steps to a solution

• Manage your assigned case log and display ownership of responsibilities, including following up both externally and internally to ensure issues are resolved

• Recognize trends and submit Shortcut tickets to report bugs and product requests to enhance the user experience

• Identify urgent issues that require engineering intervention and submit PagerDuty tickets to quickly escalate for resolution

• Assist the support team to deliver concierge service ensuring the best possible user experience

• Assist with developing workflows and best practices for handling customer inquiries through Salesforce and Wrapbook’s internal database.

What you’ll have:

• You have 2+ years experience in a customer support role and/or an administrative role in the film and entertainment industry

• You are comfortable speaking on the phone for several hours per day

• You are an excellent communicator (verbal, written, and listening) and can teach and present concepts with excellence.

• You have an aptitude for problem solving and can deliver information with confidence after conducting the necessary research

• You have a voracious appetite to learn, are organized and able to prioritize effectively

• You are tenacious, work hard and love working with others to achieve a common goal

• You’re extremely analytical, meticulous, and organized

• You are comfortable with the rapid pace and constantly changing landscape of an early stage startup

• Film and Television Production Accounting experience strongly preferred

• Motion Picture Union Payroll experience strongly preferred

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, you’ll 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 Canada and USA

• Health and Dental benefits

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

• Up to 2% matching RRSP / 401K

• Learning and Development opportunities

• Up to $50 USD/ $66.50 CAD towards Internet/Cell phone service

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

Have we got your attention? Submit your application today and a member of our Talent team will be in touch with you shortly!

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