Customer Support Specialist, Wrapbook
CA$52-70.9k
Salary for candidates based in the US; $52,000 - $83,400
Media production payroll & insurance solution
Be an early applicant
Media production payroll & insurance solution
201-500 employees
Be an early applicant
CA$52-70.9k
Salary for candidates based in the US; $52,000 - $83,400
201-500 employees
Company mission
Wrapbook's mission is to make the lives of those working in production better.
Role
Who you are
- You have 2+ years experience in a customer support role and/or an administrative role in the film and entertainment industry
- You are comfortable speaking on the phone for several hours per day
- You are an excellent communicator (verbal, written, and listening) and can teach and present concepts with excellence
- You have an aptitude for problem solving and can deliver information with confidence after conducting the necessary research
- You have a voracious appetite to learn, are organized and able to prioritize effectively
- You are tenacious, work hard and love working with others to achieve a common goal
- You’re extremely analytical, meticulous, and organized
- You are comfortable with the rapid pace and constantly changing landscape of an early stage startup
- Film and Television Production Accounting experience strongly preferred
- Motion Picture Union Payroll experience strongly preferred
What the job involves
- Reporting into the support organization, you’ll be tasked with ensuring our crew members and client users have their product questions answered and technical issues addressed.
- This role involves a variety of different skills, including strong knowledge of entertainment industry practices, written communication by email, verbal communication by phone, all to ensure payees are compensated quickly and compliantly
- Provide daily support via Salesforce cases and inbound phone calls to crew members and client users as they leverage our product in service of their production projects
- Troubleshoot issues and investigate to identify the root cause of a behavior and advise next steps to a solution
- Manage your assigned case log and display ownership of responsibilities, including following up both externally and internally to ensure issues are resolved
- Recognize trends and submit Shortcut tickets to report bugs and product requests to enhance the user experience
- Identify urgent issues that require engineering intervention and submit PagerDuty tickets to quickly escalate for resolution
- Assist the support team to deliver concierge service ensuring the best possible user experience
- Assist with developing workflows and best practices for handling customer inquiries through Salesforce and Wrapbook’s internal database
Our take
Payroll systems for the production industry are long outdated, with the vast majority of administration still being completed manually, in person, and on paper. This forces cast and crew members to loose many hours in unpaid work and drives up production costs.
Wrapbook's app helps cast and crew complete onboarding, submit timecards and track payments. It offers touch and face ID and helps users track various filings as they pass through the system. Its position as one of the country’s only entertainment-compliant companies of its kind has given it a strong head start in its field.
The company's product is used by well-known production companies such as CollegeHumor, Creative Blood and JN, and serves over 1,000 companies in total. In 2021, commitments from new and existing investors boosted Wrapbook’s valuation to $1 billion, earning it unicorn status. With this funding, it has continued to bolster its payroll platform and workforce to best support the needs of production companies.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 4 rounds)
Sep 2024
$20m
LATE VC
Nov 2021
$100m
SERIES B
Total funding: $150.3m
Company benefits
- Health & Benefits - choose from several customizable plans, including vision and dental
- Minimum Time Off - Everyone is encouraged to take at least 3 weeks off annually
- 401K & RRSP
- Work Remotely
- IT Setup for Your Home
- Lifestyle Perks - Wrapbook employees get a monthly stipend to treat themselves
- Stock Options
- Parental Leave
Company values
- Compassionately Direct - Seek to understand each other while communicating transparently
- Be Yourself - Respect and celebrate our diversity
- Bias Towards Action - Lean into taking action, fast in low stakes and deliberate in high stakes
- Delight Customers - Win users’ hearts with seamless, compliant, and secure services
- Own Our Work - Be accountable to our impact. Surface issues to learn together
Company HQ
Midtown Manhattan, New York, NY
Articles
Leadership
Cameron Woodward
(Co-Founder)Director of Interactive Marketing at Invisible Children. Next, Co-founded and Executive produced Sprinkle Lab for 8 years. Went on to Found and serve as CEO of Film Casualty Insurance Agency.
Naysawn Naji
(Co-Founder)Early career as a Programmer at McGill University. Became a Software Developer at Xiphos Technologies. For over 4 years was Program Manager at Microsoft. Founded artSumo.com. For 5 years was CTO of Grupo Regalii.
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