Wrapbook

1 month ago

Customer Support Specialist III

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 55 minutes 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

Website LinkedIn

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Wrapbook

1 month ago

Customer Support Specialist III

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 55 minutes agoStatus: Live

Job Summary

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

Website LinkedIn