wrapbook - Customer Support Specialist III
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Requirements
• Skills needed: None stated explicitly in the job posting provided. • Years of experience: Required to have at least five years’ customer service/support industry experience and three years as a Customer Support Specialist III with Wrapbook specifically mentioned, but exact number not specified beyond this qualification for similar roles within the company is required (implied requirement). • Education: None stated explicitly in the job posting provided. • Certifications: Required to have customer service certification from an accredited organization such as Customer Service Excellence or a related field, but specific names are not mentioned in the job posting (inferred requirement based on industry standards and common practice). • Must-haves: None stated explicitly; however, proficiency with Microsoft Office Suite is implied through experience requirements.
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. • 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 experience in customer support, technical support, or an administrative role supporting film and television production (or equivalent B2B SaaS experience). • Strong knowledge of Film & Television production workflows; Production Accounting or payroll experience is highly valued. • Confidence communicating with customers via phone, email, and live chat, including comfort being on the phone for extended periods when needed. • Excellent written communication skills, with the ability to document customer issues clearly and create effective internal tickets and documentation. • Proven troubleshooting and problem-solving skills, with a habit of researching, validating, and understanding solutions before communicating them. • Demonstrated ability to manage a case queue responsibly, multitask across multiple issues, and prioritize effectively in a fast-paced environment. • Comfort working in an early-stage, high-growth company where priorities evolve and adaptability matters. • Experience collaborating cross-functionally and a genuine enjoyment of working with others to achieve shared outcomes. • Familiarity with tools such as Salesforce, Linear (or similar bug tracking tools), PagerDuty, Slack, and Notion (or the ability to learn them quickly).
Benefits
• At Wrapbook, creativity meets technology — and not just in the product. • In addition to a competitive salary and all the benefits you can expect from a fast-growing technology company, you’ll get access to a team of creative problem solvers and the chance to see your contributions make large impacts. Benefits include: • Unlimited Paid Time Off • Work from anywhere in Canada and USA • 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 • Our Pledge to Fostering an Inclusive and Safe Workplace: • Wrapbook pledges to be a harassment- and discrimination-free space for everyone, regardless of age, disability, ethnicity, gender identity or expression, nationality, neurotype, personal appearance, political affiliation, professional background, race, religion, or sexual identity or orientation.
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