Customer Support Specialist III

Summary

Join Wrapbook as a Customer Support Specialist III and contribute to a dynamic team supporting our crew members and client users. You will provide daily support via Salesforce and phone calls, troubleshoot issues, manage case logs, identify trends and submit bug reports, escalate urgent issues, and assist in developing workflows. This role requires 2+ years of experience in customer support or an administrative role within the film and entertainment industry, along with film and television production accounting experience. Excellent communication and problem-solving skills are essential. Wrapbook offers a competitive salary, unlimited paid time off, health and dental benefits, and various other perks.

Requirements

• You have 2+ years experience in a customer support role and/or an administrative role in the film and entertainment industry
• Film and Television Production Accounting experience
• You are comfortable speaking on the phone for several hours per day
• You are an excellent communicator (verbal, written, and listening) and can teach and present concepts with excellence
• You have an aptitude for problem solving and can deliver information with confidence after conducting the necessary research
• You have a voracious appetite to learn, are organized and able to prioritize effectively
• You are tenacious, work hard and love working with others to achieve a common goal
• You’re extremely analytical, meticulous, and organized
• You are 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

Motion Picture Union Payroll experience

Benefits

• 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