Customer Support Specialist III
New
W
WrapbookProduction Payroll
Remote - US & CanadaFull-TimeSenior
Salary52,000 - 83,400 USD per year
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Job Details
- Experience
- 2+ years of experience in customer support, technical support, or an administrative role supporting film and television production (or equivalent B2B SaaS experience).
- Required Skills
- SalesforceTroubleshootingTechnical supportCustomer supportSlackNotion
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.
- Confidence communicating with customers via phone, email, and live chat.
- Excellent written communication skills with the ability to document issues clearly.
- Proven troubleshooting and problem-solving skills.
- Demonstrated ability to manage a case queue responsibly and prioritize effectively.
- Comfort working in an early-stage, high-growth company.
- Experience collaborating cross-functionally.
- Familiarity with Salesforce, Linear, PagerDuty, Slack, and Notion (or ability to learn quickly).
Responsibilities
- Own a portfolio of cases and inbound interactions serving as the primary point of contact from first touch through resolution.
- Diagnose and troubleshoot product behaviors and production workflows, investigate issues, and identify root causes.
- Manage case backlog by prioritizing work by customer impact, SLA, and escalation risk.
- Partner closely with internal teams to translate customer context into actionable technical detail.
- Identify trends and product gaps by logging high-quality bug reports and product requests.
- Escalate urgent or production-critical issues through established channels.
- Deliver a concierge support experience and adapt communication style to the situation.
- Contribute to team knowledge by creating and maintaining SOPs, templates, and troubleshooting guides.
- Support continuous improvement efforts by sharing best practices and surfacing opportunities for workflow optimization.
- Mentor and support junior teammates through case guidance and escalation support.
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