Customer Support Specialist III

Job description

About Us: Wrapbook is the AI platform for production finance. We’re building a system of action that puts finance teams in control of their whole production, from payroll, to spend, to accounting. Built for feature films, TV, and commercials, Wrapbook is trusted by teams at Netflix, Paramount, Anonymous Content, and more. With backing from Andreessen Horowitz, Bessemer Venture Partners, and Jeffrey Katzenberg's WndrCo, our team of 350+ is using AI to transform how finance teams work and empower them to do more with less. The Opportunity – Customer Support Specialist III (Remote - US) We are looking for an enthusiastic Customer Support Specialist III to join our Support organization. In this role, you’ll ensure our crew members and client users have their product questions answered and technical issues resolved quickly, accurately, and with care. Customer Support Specialist III's at Wrapbook work across a range of case types—from high-volume, repeatable issues to complex, high-context production scenarios. Depending on business needs and your strengths, you may be aligned to a team focused on Worker users and scaled support (Express Desk) or a team focused on non-Worker users and high-touch, relationship-driven support (Partnership Team). In all cases, you’ll play a critical role in ensuring payees are compensated compliantly and on time, while delivering a concierge-quality support experience. What you’ll do - Own a portfolio of cases and inbound interactions (email, live chat, and phone via Salesforce), serving as the primary point of 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 (or similar tools), including replication steps and business impact. - Escalate urgent or production-critical issues via PagerDuty or established escalation channels and help coordinate cross-functional response through resolution. - Deliver a concierge support experience: adapt communication style to the customer and situation, explain solutions clearly, and anticipate follow-up needs. - Contribute to team knowledge and operational excellence by creating and maintaining SOPs, templates, troubleshooting guides, and other internal documentation. - Support continuous improvement efforts by sharing best practices, surfacing opportunities for workflow optimization, deflection, or automation, and incorporating QA feedback into your day-to-day work. - Mentor and support junior teammates as needed through case guidance, escalation support, and modeling strong customer judgment and communication. What you’ll have - 2+ years of production accounting experience in Film & Television— cost reporting, budget management, financial close, or related production finance workflows. Production payroll experience is a plus. - Hands-on familiarity with FTV production accounting tools (Cast & Crew, Entertainment Partners, iEase, Axiom, MPI, or similar). - Strong client-facing presence — confident on the phone, over email, and in live chat across a diverse mix of users: production workers, agents, payroll and production accountants alike. - Excellent written communication skills; you document issues clearly and create effective tickets and internal documentation. - Sharp troubleshooting instincts — you research and validate before you communicate. - Ability to manage a case queue, multitask, and prioritize in a fast-paced environment. - Active AI fluency — you use tools like ChatGPT, Claude, or Gemini daily to work faster and smarter. - Comfort working cross-functionally and in a remote, high-growth environment where priorities evolve. - Familiarity with Salesforce, Zoom Contact Center, Linear, Slack, and Notion (or ability to ramp quickly). Nice to have - Motion Picture Union Payroll experience. - Experience supporting high-volume case environments or complex, high-sensitivity 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. - Experience creating operating procedures or content for AI-powered support tools. 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 $1,500 USD/ $2,025 CAD towards IT set up for your home - Up to 2% matching RRSP / 401K - Learning and Development opportunities - Up to $50 USD/ $67.50 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! #LI-Remote