Full-Time

Customer Support Specialist

Posted on 12/12/2024

Wrapbook

Wrapbook

201-500 employees

Digital payroll and production management platform

No salary listed

Junior, Mid

Remote in USA

Work from anywhere in Canada and USA.

Category
Customer Support
Customer Success & Support
Required Skills
Salesforce
Data Analysis
Requirements
  • 2+ years experience in a customer support role and/or an administrative role in the film and entertainment industry
  • Film and Television Production Accounting experience
  • Motion Picture Union Payroll experience strongly preferred
  • Excellent communicator (verbal, written, and listening)
  • Aptitude for problem solving
  • Organized and able to prioritize effectively
  • Tenacious and able to work with others to achieve a common goal
  • Extremely analytical, meticulous, and organized
  • Comfortable with the rapid pace and constantly changing landscape of an early stage startup
Responsibilities
  • Provide daily support via Salesforce cases and inbound phone calls to crew members and client users
  • Troubleshoot issues and investigate to identify the root cause of a behavior and advise next steps to a solution
  • Manage your assigned case log and display ownership of responsibilities, including following up both externally and internally 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 the support team to deliver concierge service ensuring the best possible user experience
  • Assist with developing workflows and best practices for handling customer inquiries through Salesforce and Wrapbook’s internal database.
Desired Qualifications
  • Comfortable speaking on the phone for several hours per day
  • Voracious appetite to learn

Wrapbook provides a digital payroll and production management platform specifically designed for the entertainment industry. It helps film and TV production companies, commercial producers, and other entertainment professionals manage their payroll efficiently and in compliance with industry regulations. The platform allows users to collect timecards through an app, which generates smart timecards based on factors like pay rate and overtime, thus simplifying the payroll process. Users can also upload and store important project documents, making it easier to manage information about cast, crew, and vendors. Wrapbook differentiates itself from competitors by offering a cloud-based solution that integrates with popular accounting software like QuickBooks, allowing for seamless financial management. The goal of Wrapbook is to save clients time and reduce the administrative burden associated with traditional payroll methods, making compliance straightforward and efficient.

Company Size

201-500

Company Stage

Late Stage VC

Total Funding

$146.3M

Headquarters

Toronto, Canada

Founded

2018

Simplify Jobs

Simplify's Take

What believers are saying

  • Wrapbook raised $20 million, valuing the company at $750 million in 2023.
  • The platform's digital-first approach aligns with the industry's sustainability focus.
  • Wrapbook's new cost-management tools enhance collaboration between production and accounting teams.

What critics are saying

  • Increased competition from established players like Cast & Crew threatens market share.
  • Ongoing entertainment industry strikes may reduce demand for Wrapbook's services.
  • New privacy regulations could increase compliance costs for Wrapbook.

What makes Wrapbook unique

  • Wrapbook offers a comprehensive digital payroll platform for the entertainment industry.
  • The platform integrates with QuickBooks, Sage Intacct, Oracle Netsuite, and Acumatica.
  • Wrapbook provides built-in union compliance, streamlining complex entertainment payroll processes.

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Benefits

Unlimited Paid Time Off

Remote Work Options

Health Insurance

Dental Insurance

Home Office Stipend

401(k) Company Match

401(k) Retirement Plan

Professional Development Budget

Phone/Internet Stipend

Growth & Insights and Company News

Headcount

6 month growth

-1%

1 year growth

-2%

2 year growth

-2%
DHR Map
Sep 25th, 2024
Wrapbook Secures $20 Million in Funding, Valued at $750 Million: Transforming Production Finance with Innovative Solutions

In earlier funding rounds, Wrapbook secured $3.6 million in seed funding in 2020, followed by a $27 million Series A in 2021.

Wrapbook
Sep 25th, 2024
Introducing Our New Gov't Forms Database

That's why Wrapbook is excited to announce the launch of its new Government Forms Database, a comprehensive resource designed to be your one stop shop for government documentation.

Leads on Trees
Sep 24th, 2024
Wrapbook Secures $20 Million in Funding to Revolutionize Production Payroll and Accounting

Wrapbook secures $20 million in funding to revolutionize production payroll and accounting.

PR Newswire
Sep 24th, 2024
Wrapbook Raises $20M, $750M Valuation

Wrapbook announced a $20 million investment from Bessemer Venture Partners, valuing the company at $750 million. They also launched a secondary tender offer for eligible employees to sell a portion of their equity. The funding will accelerate investment in Wrapbook's NextGen payroll and production accounting solution, enhancing speed, efficiency, and collaboration for production finance teams.

eNews Park Forest
Sep 24th, 2024
Wrapbook Raises Equity Financing at a $750M Valuation, Plus Launch of Secondary Tender Offer for Employees from Bessemer Venture Partners

Wrapbook raises equity financing at a $750M valuation, plus launch of secondary tender offer for employees from Bessemer Venture Partners.

INACTIVE