Job Description

We are looking for an enthusiastic Customer Support Specialist II to join our team. 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.

What you’ll do:

• 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

What you’ll have:

• 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

Why Join Us

At Wrapbook, creativity meets technology — and not just in the product.

In addition to a competitive salary and all the benefits you can expect from a fast-growing technology company, you’ll get access to a team of creative problem solvers and the chance to see your contributions make large impacts. Benefits include:

• Unlimited Paid Time Off
• Work from anywhere in Canada and USA
• Health and Dental benefits
• Up to $1500 towards IT set up for your home
• Up to 2% matching RRSP / 401K
• Learning and Development opportunities
• Up to $50 USD/ $66.50 CAD towards Internet/Cell phone service

Our Pledge to Fostering an Inclusive and Safe Workplace:

Wrapbook pledges to be a harassment- and discrimination-free space for everyone, regardless of age, disability, ethnicity, gender identity or expression, nationality, neurotype, personal appearance, political affiliation, professional background, race, religion, or sexual identity or orientation.