Customer Support Specialist, Wrapbook
$45-71.7k
Depending on location
Media production payroll & insurance solution
Job no longer available
Media production payroll & insurance solution
201-500 employees
Job no longer available
$45-71.7k
Depending on location
201-500 employees
Company mission
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 in the film and entertainment industry
- You are an excellent communicator (verbal, written, and listening) and can teach and present concepts with excellence
- You have an aptitude for problem solving
- You have a voracious appetite to learn, are organized and able to prioritize effectively
- You are tenacious, work hard and love working with other 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
What the job involves
- Reporting into the support organization, you’ll be tasked with ensuring our crew members have their product questions answered and technical issues addressed
- While this role involves a variety of different skills, the primary focus is to work with crew members to ensure they are onboarded and compensated timely
- Provide daily support to crew members of production projects as they leverage our product via Salesforce cases and inbound phone calls
- Troubleshoot issues to identify the root cause of a behavior and next steps to a solution
- Manage your case log and display ownership of responsibilities, including following up 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 in developing a successful support team ensuring the best possible user experience
- Assist with developing workflows and best practices for handling customer inquiries through Salesforce
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Payroll systems for the production industry are long outdated, with the vast majority of administration still being completed manually, in person, and on paper.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. The company has earned Unicorn status, and continues to enhance the capabilities of its payroll platform such as through the acquisition of scheduling platform Cinapse.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
230% employee growth in 12 months
Company
Funding (last 2 of 4 rounds)
Sep 2024
$20m
LATE VC
Nov 2021
$100m
SERIES B
Total funding: $150.4m
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 HQ
Midtown Manhattan, New York, NY
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.
Ali Javid
(CEO & Co-founder)Formerly VP of Business Development at Body Labs, Business Development Manager at Intel Corporation and Director of Strategy and Finance at WebTuner Corp.
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