Wrapbook is a leading technology platform focused on streamlining production payroll and accounting processes. With a strong intention to merge creativity with technology, it simplifies the management of payroll and financial transactions for production teams in the film and television industry. The organization, based in USA and Canada, is recognized for its innovative approach, catering to production companies of varying sizes, including those with established reputations in the industry. Recently, Wrapbook secured $130M in funding, showcasing its robust financial health and growth potential.
Position Summary
The position available is Customer Support Specialist III, a full-time remote role aimed at providing exceptional service to client users and crew members in addressing their inquiries and resolving technical issues promptly. This role merges customer support expertise with an understanding of production workflows, thereby requiring candidates who can navigate both technical and interpersonal aspects effectively.
Responsibilities
The Customer Support Specialist III will be tasked with various responsibilities that include:
Managing a portfolio of cases and interactions across multiple channels such as email, live chat, and phone.
Diagnosing and troubleshooting product behaviors and production workflows, including reproducing bugs and identifying root causes.
Prioritizing case backlogs based on customer impact and escalation risk and managing these cases with urgency.
Collaborating with various teams such as Customer Success and Engineering to provide solutions to complex customer issues.
Logging product-related trends and gaps, contributing to the optimization of operational processes by documenting high-quality bug reports.
Delivering a concierge-level support experience by adapting communication styles based on customer needs.
Mentoring junior team members when necessary, guiding them through customer interactions with best practices.
Required Skills and Qualifications
Applicants should possess the following qualifications:
A minimum of 2 years of experience in customer or technical support, primarily within the film and television production field or similar B2B SaaS environments.
Strong familiarity with Film & Television production workflows is strongly preferred, particularly regarding production accounting or payroll matters.
Confident communication abilities via various platforms: phone, email, and live chat. Comfort with extended periods of telephone communication is essential.
Exceptional written communication skills, capable of documenting issues effectively.
Proficient in troubleshooting and problem-solving, with an inclination towards research and validation before proposing solutions.
Proven ability to manage multiple cases efficiently in a fast-paced environment.
Comfort in a high-growth, early-stage company, where adaptability is critical.
Experience collaborating cross-functionally and a genuine enthusiasm for team success.
Familiarity with support software tools such as Salesforce, Linear, PagerDuty, Slack, and Notion.
Nice-to-Have Skills
While not mandatory, these additional experiences are advantageous for candidates:
Motion Picture Union Payroll experience.
Skills in maintaining standard operating procedures or workflows for customer support teams.
Involvement in improving self-service resources or contributing to automation initiatives.
Background in mentoring junior staff or participating in quality assurance programs.
Experience with AI-powered support tools.
Salary and Benefits
Wrapbook offers a competitive salary with benefits expected from a thriving technology firm, specifically geared towards ensuring a supportive work environment for its employees. Key benefits for this position include:
Unlimited Paid Time Off, promoting work-life balance.
The flexibility to work remotely from anywhere in the USA and Canada.
Comprehensive health and dental benefits.
A technology setup allowance of up to $1,500 USD or $2,025 CAD, facilitating a conducive work environment.
Retirement matching (up to 2% RRSP / 401K).
Learning and development opportunities fostering continuous improvement.
A monthly stipend for internet and cell phone service, enhancing connectivity for remote work.
Company Culture and Inclusivity
Wrapbook emphasizes creating a safe and inclusive workplace free from harassment or discrimination of any kind. The company values diversity in its workforce, aiming to cultivate an environment where everyone can thrive, contributing to an overall friendly and productive workplace.
Application Process
Interested candidates are encouraged to submit their applications promptly. Wrapbook ensures timely follow-ups, indicating a streamlined and responsive hiring process. A strong candidate may find that their contributions could significantly influence the company's trajectory in the production payroll and accounting landscape.
This job offer was originally published on jobicy.com
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