Customer Support Specialist, Wrapbook

• 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)

Desirable

• 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 IIIs 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
• 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
• 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