Customer Support Specialist III

Wrapbook is a smart, intuitive platform that makes production payroll and accounting easier, faster, and more secure. We provide a unified payroll platform that seamlessly connects your entire team—production, accounting, cast, and crew—all in one place. Wrapbook empowers production teams to manage projects, pay cast and crew, track expenses, and generate data-driven insights, while enabling workers to manage timecards, track pay, and onboard to new projects from any device. Wrapbook brings clarity and dependability to production payroll, while increasing the productivity of your whole team.

Requirements

• 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
• Excellent written communication skills
• Proven troubleshooting and problem-solving skills
• Demonstrated ability to manage a case queue responsibly and prioritize effectively in a fast-paced environment
• Comfort working in an early-stage, high-growth company
• Experience collaborating cross-functionally
• Familiarity with tools such as Salesforce, Linear, PagerDuty, Slack, and Notion

Benefits

• Unlimited Paid Time Off
• Work from anywhere in Canada and USA
• Health and Dental benefits
• 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