Job Overview
Location
Remote - US & Canada
Job Type
Full-time
Category
Customer Support
Date Posted
June 13, 2026
Full Job Description
đź“‹ Description
- • As a Customer Support Specialist III at Wrapbook, you will serve as the primary point of contact for crew members and client users, ensuring product questions are answered and technical issues are resolved quickly, accurately, and with care—directly impacting timely and compliant payroll for production teams.
- • You will own a portfolio of cases across email, live chat, and phone via Salesforce, diagnose and troubleshoot product behaviors and production workflows, manage case backlog by priority and SLA, partner with cross-functional teams to translate customer context into technical detail, identify trends and product gaps, escalate urgent issues via PagerDuty, deliver concierge-quality support, contribute to internal documentation, mentor junior teammates, and support continuous improvement through workflow optimization and automation initiatives.
- • You will join Wrapbook’s Support organization, a growing team of 250+ professionals across the US and Canada, working remotely to support a unified payroll platform trusted by top production companies like SMUGGLER, Tuff, and GhostRobot, and backed by investors including Andreessen Horowitz and WndrCo.
- • In this role, you will deepen your expertise in production accounting and payroll systems, strengthen your client-facing and troubleshooting skills, gain experience with Salesforce, Linear, and AI tools, contribute to process improvements and knowledge sharing, and grow into a trusted advisor who influences product and support excellence while mentoring others.
🎯 Requirements
- • 2+ years of production accounting experience in Film & Television— cost reporting, budget management, financial close, or related production finance workflows
- • Hands-on familiarity with FTV production accounting tools (Cast & Crew, Entertainment Partners, iEase, Axiom, MPI, or similar)
- • Strong client-facing presence — confident on the phone, over email, and in live chat across a diverse mix of users: production workers, agents, payroll and production accountants alike
- • Excellent written communication skills; you document issues clearly and create effective tickets and internal documentation
- • Active AI fluency — you use tools like ChatGPT, Claude, or Gemini daily to work faster and smarter
- • Familiarity with Salesforce, Zoom Contact Center, Linear, Slack, and Notion (or ability to ramp quickly)
🏖️ 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
Skills & Technologies
See exactly how your profile matches this role — strengths, skill gaps, and what to do about them.
About Wrapbook, Inc.
Wrapbook builds cloud-based payroll, onboarding, insurance and compliance software for the entertainment industry. The platform automates timecards, union reporting, tax withholding, residual payments and workers’ comp while providing digital start-work packets and e-signatures. Production accountants, studios, ad agencies and unions use the service to manage cast and crew across film, television, commercials and live events, integrating with accounting packages and banking APIs for real-time cost tracking.
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