Wrapbook
Customer Support Specialist III
Remote - US & Canada · Mid
Sponsorship not specifiedDetected 40 days ago
ExpressSalesforceAccountingCustomer SuccessCustomer SupportResearchCommunicationMentoring
About the role
- Built for feature films, TV, and commercials, Wrapbook is trusted by teams at Netflix, Paramount, Anonymous Content, and more.
- 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.
- What you'll have - 2+ years of production accounting experience in Film & Television- cost reporting, budget management, financial close, or related production finance workflows.
Responsibilities
- 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.
- Manage your case backlog with clear ownership and urgency: prioritize work by customer impact, SLA, and escalation risk
- Partner closely with Customer Success, Payroll Ops, Product, and Engineering to resolve customer issues, translating customer context into actionable technical detail.
- Deliver a concierge support experience: adapt communication style to the customer and situation, explain solutions clearly, and anticipate follow-up needs.
- 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.
- Hands-on familiarity with FTV production accounting tools (Cast & Crew, Entertainment Partners, iEase, Axiom, MPI, or similar).
- 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.
- 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.
Nice to have
- Motion Picture Union Payroll experience.
- Experience supporting high-volume case environments or complex, high-sensitivity customer scenarios.
- Experience identifying deflection opportunities, improving self-serve resources, or contributing to automation initiatives.
- At Wrapbook, creativity meets technology - and not just in the product.
- Work from anywhere in Canada and USA
- Up to 2% matching RRSP / 401K
- Contribute to team knowledge and operational excellence by creating and maintaining SOPs, templates, troubleshooting guides, and other internal documentation.
- 2+ years of production accounting experience in Film & Television- cost reporting, budget management, financial close, or related production finance workflows.
Compensation
- Up to $1,500 USD/ $2,025 CAD towards IT set up for your home
- Up to $50 USD/ $67.50 CAD towards Internet/Cell phone service
Benefits
- Unlimited Paid Time Off
- Health and Dental benefits
- Learning and Development opportunities
- Benefits include:
Company info
- 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.
- 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.
- 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.
- We are looking for an enthusiastic Customer Support Specialist III to join our Support organization.
- Diagnose and troubleshoot product behaviors and production workflows: investigate issues, reproduce bugs, identify root cause, and advise on next steps or workarounds.
- 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.
- 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.
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This listing is sourced directly from Wrapbook's careers page and normalized into a canonical job model.