Wrapbook

Wrapbook

Customer Support Specialist III

USARemotePosted Today$52,000 – $83,400
Full TimeSeniorRemoteUS

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Job Description

About Us: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 entir

Key Highlights

  • 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.

Qualifications

Preferred Qualifications

  • Motion Picture Union Payroll experience.
  • Experience supporting high-volume case environments or complex, high-sensitivity customer scenarios.
  • Experience creating or maintaining SOPs, workflows, or training materials for support teams.
  • Experience identifying deflection opportunities, improving self-serve resources, or contributing to automation initiatives.
  • Experience contributing to QA programs, mentoring junior support staff, or supporting team enablement.
  • Experience creating operating procedures or content for AI-powered support tools.

Skills & Technologies

Express

About the Company

Wrapbook

Wrapbook

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Job Details

Employment Type

Full Time

Experience Level

Senior

Salary Range

$52,000 – $83,400

Location

USA

Work Mode

Remote

Posted

Today

Country

US