Director of Customer Support & Enablement

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 entire team—production, accounting, cast, and crew—all in one place. Wrapbook empowers production teams to manage projects, pay cast and crew, track expenses, and generate data-driven insights, while enabling workers to manage timecards, track pay, and onboard to new projects from any device. Wrapbook brings clarity and dependability to production payroll, while increasing the productivity of your whole team.

Trusted by companies of all sizes, Wrapbook powers payroll for some of the industry’s top production companies, including SMUGGLER, Tuff, and GhostRobot. Our growing team of 250+ people across the USA and Canada, including entertainment and technology experts from SAG-AFTRA, DGA, IATSE, Teamsters, Amazon, Microsoft, Facebook, and more. Wrapbook is backed by top-tier investors, including Jeffrey Katzenberg’s WndrCo, Andreessen Horowitz, and A* Capital. We have raised $130M and are in a strong financial position.

The Opportunity:

We are looking for a Director of Customer Support and Enablement to fill a critical dual role at Wrapbook. The leader will manage a team of support representatives who provide real-time support to our customers in addition to leading enablement activities for all of Client Operations to ensure Support, Success and Operations teams are prepared to serve our customers and do their jobs on a daily basis. We are a fast growing startup that is building core functionality while scaling quickly. The ideal candidate has experience managing a customer support team, building an internal and/or external knowledge base and driving internal enablement. 

What you'll do:

• Manage a team of customer support representatives and a small enablement team providing guidance and support to ensure best in class service delivery

• Continuously monitor and evaluate the quality of customer support interactions, identifying areas for improvement and implementing solutions

• Collaborate with internal teams to develop and implement new processes and procedures to streamline customer support operations and standard operating procedures.

• Act as a point of escalation for complex customer issues, working closely with cross-functional teams to resolve them

• Set and monitor performance metrics for the customer support team, ensuring goals are met and exceeded.

• Hire, develop, manage and coach Customer Service Specialists to build successful teams that deliver an exceptional customer experience via multiple channels of communication

• Use customer data and root cause analytics to identify improvements and implement efficiency strategies

• Create a collaborative work environment focused on metric driven results

• Partner with the VP of Client Services to create and execute on the Customer Support roadmap in alignment with customer needs, emerging technology and company scale.

• Always be on the forefront of technology and suggest new ways in which Wrapbook should be a first adopter to take advantage of technology to work smarter not harder

• Ensure the success of our customers globally through the creation of learning experiences, communication and support programs and resources.

• Partner with business stakeholders, customers, and industry experts to understand needs and trends in order to create strategic and innovative customer enablement experiences that drive adoption, utilization, and value.

• Develop our first ever internal knowledge base. This Internal knowledge base will serve as the digital library for all Client Operations. The data housed here should help internal team members be more efficient and effective in how they do their daily jobs. 

• Own our external Customer Help Center. Develop and execute a strategy on how to optimize the internal processes to support the center while developing KPIs and metrics to measure the quantity and effectiveness of the content. 

• Drive the development and creation of high-quality training materials, tools, and resources that equip Client Ops team members

• Develop and track key performance indicators to measure the impact of enablement programs, assess Client Ops readiness, and identify opportunities for continuous optimization.

What you'll have:

• 5+ years as a Manager of a Customer Service team in a Saas environment, preferably payroll

• Experience managing and/or building an external or internal help center

• Experience managing or actually executing training programs

• Strong customer service experience with a proven track record with driving improvements in efficiency, CSAT and quality. 

• Experience in creating and executing an enablement strategy aligned with overall business goals

• Excellent communication skills with ability to communicate issues that are complex in nature, both verbally and in writing, through various mediums

• Experience collaborating with customers and internal stakeholders to identify needs, prioritize requests, and build effective relationships

• Impeccable organizational skills with the ability to independently in an ever changing environment

• Strong customer service experience with focus on giving an exceptional customer experience

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.

Apply Now

Have we got your attention? Submit your application today and a member of our Talent team will be in touch with you shortly!

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