wrapbook - Customer Support Specialist III

• 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. • 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).