Customer Support Specialist III - Remote

Overview

Wrapbook is a smart, intuitive platform that makes production payroll and accounting easier, faster, and more secure. We provide a unified payroll platform that seamlessly connects your entire team—production, accounting, cast, and crew—all in one place. Wrapbook empowers production teams to manage projects, pay cast and crew, track expenses, and generate data-driven insights, while enabling workers to manage timecards, track pay, and onboard to new projects from any device. Wrapbook brings clarity and dependability to production payroll, while increasing the productivity of your whole team.

In Short

• Provide daily support via Salesforce cases and inbound phone calls to crew members and client users.
• Troubleshoot issues and investigate to identify the root cause of a behavior.
• Manage your assigned case log and display ownership of responsibilities.
• Recognize trends and submit Shortcut tickets to report bugs and product requests.
• Identify urgent issues that require engineering intervention.
• Assist the support team to deliver concierge service.
• Assist with developing workflows and best practices for handling customer inquiries.

Requirements

• 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.
• Motion Picture Union Payroll experience strongly preferred.
• Comfortable speaking on the phone for several hours per day.
• Excellent communicator (verbal, written, and listening).
• Aptitude for problem solving and delivering information confidently.
• Organized and able to prioritize effectively.
• Tenacious and enjoys working with others to achieve a common goal.
• Extremely analytical, meticulous, and organized.
• Comfortable with the rapid pace and constantly changing landscape of an early stage startup.

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.