Customer Support Specialist III

Summary

Join Wrapbook's growing team as a Customer Support Specialist III and contribute to a dynamic and innovative company. This remote position (US and Canada) focuses on providing exceptional support to crew members and clients using our production payroll and accounting platform. You will troubleshoot issues, manage cases, identify trends, and collaborate with the team to enhance user experience. The ideal candidate possesses strong communication skills, problem-solving abilities, and experience in the film and entertainment industry. Wrapbook offers a competitive salary, comprehensive benefits, and opportunities for professional growth within a fast-paced startup environment.

Requirements

• Have 2+ years experience in a customer support role and/or an administrative role in the film and entertainment industry
• Be comfortable speaking on the phone for several hours per day
• Be an excellent communicator (verbal, written, and listening) and can teach and present concepts with excellence
• Have an aptitude for problem solving and can deliver information with confidence after conducting the necessary research
• Have a voracious appetite to learn, are organized and able to prioritize effectively
• Be tenacious, work hard and love working with others to achieve a common goal
• Be extremely analytical, meticulous, and organized
• Be comfortable with the rapid pace and constantly changing landscape of an early stage startup

Responsibilities

• 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

Preferred Qualifications

• Film and Television Production Accounting experience
• Motion Picture Union Payroll experience

Benefits

• 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