Customer Support Specialist III

Customer Support Specialist III (Remote)

Wrapbook is a leading production payroll and accounting platform designed to simplify, accelerate, and secure financial operations for the entertainment industry. Our unified platform connects production, accounting, cast, and crew, empowering teams to manage projects, payments, expenses, and gain data-driven insights. We enable workers to manage their timecards, track pay, and onboard seamlessly from any device.

We are seeking an enthusiastic and experienced Customer Support Specialist III to join our growing Support organization. In this remote role, you will be instrumental in ensuring our crew members and client users receive prompt, accurate, and empathetic resolutions to their product questions and technical issues.

About the Role

As a Customer Support Specialist III, you will handle a diverse range of support cases, from high-volume, routine inquiries to complex, production-specific scenarios. Depending on your strengths and business needs, you may focus on supporting individual users through our scaled support channels or engage in high-touch, relationship-driven support for our client partners. Regardless of the focus, you will play a vital role in ensuring compliant and timely compensation for payees while delivering a concierge-level support experience.

Key Responsibilities

• Manage a portfolio of inbound customer interactions (email, live chat, phone via Salesforce), serving as the primary point of contact from initial contact through resolution.
• Diagnose and troubleshoot product behaviors and production workflows, including investigating issues, reproducing bugs, identifying root causes, and advising on solutions or workarounds.
• Proactively manage your case backlog, prioritizing work based on customer impact, service level agreements (SLAs), and escalation risk.
• Collaborate closely with Customer Success, Payroll Operations, Product, and Engineering teams to resolve customer issues, translating customer context into actionable technical details.
• Identify trends and product gaps, logging detailed bug reports and product requests in tools like Linear, including replication steps and business impact.
• Escalate urgent or production-critical issues through established channels (e.g., PagerDuty) and assist in coordinating cross-functional responses.
• Deliver exceptional customer service by adapting communication styles, clearly explaining solutions, and anticipating customer needs.
• Contribute to team knowledge by creating and maintaining Standard Operating Procedures (SOPs), templates, and troubleshooting guides.
• Participate in continuous improvement efforts by sharing best practices, identifying opportunities for workflow optimization, and incorporating quality assurance feedback.
• Mentor and support junior team members by providing case guidance, escalation support, and modeling strong customer judgment and communication skills.

Requirements

• 2+ years of experience in customer support, technical support, or a related administrative role, preferably within film and television production or B2B SaaS.
• Strong understanding of Film & Television production workflows; experience with Production Accounting or payroll is highly desirable.
• Proficiency in communicating with customers via phone, email, and live chat.
• Excellent written communication skills for clear documentation of customer issues and creation of internal tickets.
• Proven troubleshooting and problem-solving abilities, with a methodical approach to research and validation.
• Demonstrated ability to manage a case queue effectively, multitask, and prioritize in a fast-paced environment.
• Adaptability and comfort working in a high-growth company with evolving priorities.
• Experience collaborating cross-functionally and a passion for teamwork.
• Familiarity with tools such as Salesforce, Linear (or similar bug tracking tools), PagerDuty, Slack, and Notion, or the ability to learn them quickly.

Nice to Have

• Experience with Motion Picture Union Payroll.
• Experience supporting high-volume case environments or complex, sensitive 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.

What We Offer

• Competitive salary.
• Unlimited Paid Time Off.
• Remote work flexibility within Canada and the USA.
• Comprehensive Health and Dental benefits.
• Up to $1,500 USD / $2,025 CAD for IT setup at home.
• Up to 2% matching RRSP / 401K.
• Learning and Development opportunities.
• Up to $50 USD / $67.50 CAD monthly stipend for Internet/Cell phone service.

Wrapbook is committed to fostering an inclusive and safe workplace for everyone. We celebrate diversity and are dedicated to creating an equitable environment for all employees.