Customer Support Specialist III

Wrapbook
United States, Canada
Workplace: RemoteFull timeUSD 52,000 - 83,400 annuallyFunction: Customer Support (Service Desk)Experience: 2+ yearsSkills: ["Communication","Problem-solving","Customer service","Cross-functional collaboration","Critical thinking"]

Join Wrapbook as a Customer Support Specialist III supporting crew members and client users in a remote, US & Canada-focused environment. You’ll own case portfolios, troubleshoot production payroll workflows, collaborate with cross-functional teams (CS, Payroll Ops, Product, Engineering), log product gaps, and escalate urgent issues, delivering concierge-level service across phone, email, and chat.

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Wrapbook
Wrapbook
3 months ago

Customer Support Specialist III

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Source: Company careers pageValidated by: Fursa AI
Last checked: 11 hours agoStatus: Live

Job Summary

Join Wrapbook as a Customer Support Specialist III supporting crew members and client users in a remote, US & Canada-focused environment. You’ll own case portfolios, troubleshoot production payroll workflows, collaborate with cross-functional teams (CS, Payroll Ops, Product, Engineering), log product gaps, and escalate urgent issues, delivering concierge-level service across phone, email, and chat.
Location: United States, Canada
Workplace: Remote
Employment Type: Full time
Job Function: Customer Support (Service Desk)

Key Responsibilities

  • •Own a portfolio of cases and inbound interactions (email, live chat, and phone via Salesforce), serving as the primary 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, including replication steps and business impact.

Pay and Benefits

Salary: USD 52,000 - 83,400 annually
Perks:Paid LeaveHealth InsuranceDental401kLearning BudgetRemote Work

Key Requirements

  • •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
  • •Familiarity with tools such as Salesforce, Linear (or similar bug tracking tools), PagerDuty, Slack, and Notion (or the ability to learn them quickly)
Experience:2+ yearsFilm and television productionB2B SaaS
Skills:CommunicationProblem-solvingCustomer serviceCross-functional collaborationCritical thinking
Languages:English
Tech Stack:SalesforceLinearPagerDutySlackNotion

Company Brief

Wrapbook
Provides payroll, production accounting, and HR software tailored for film, television, and commercial production companies to manage crew payments, onboarding, compliance, and production finances.
Industry: Film & Television
Company Size: Medium (51 to 250 employees)
Growth: Growth Stage Startup
Headquarters: Santa Monica, United States
Founded: 2016
WebsiteLinkedIn