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Customer Support Specialist III Location Remote - US & Canada Employment Type Full time Location Type Remote Department Customer Support Compensation Zone A: San Francisco, Los Angeles, Seattle, New York City, Boston, San Diego, Washington DC $61.2K – $83.4K Zone B: All Other US Locations $52K – $70.9K Wrapbook employs individuals across the United States and Canada, and the salary range spans multiple geographic zones based on market benchmark data. Your zone is dependent on where you live. (The compensation listed is not inclusive of any bonus, commission, benefits, or equity that might exist in your total compensation package.) Overview Application About Us: Wrapbook is the AI platform for production finance. We’re building a system of action that puts finance teams in control of their whole production, from payroll, to spend, to accounting. Built for feature films, TV, and commercials, Wrapbook is trusted by teams at Netflix, Paramount, Anonymous Content, and more. With backing from Andreessen Horowitz, Bessemer Venture Partners, and Jeffrey Katzenberg's WndrCo, our team of 350+ is using AI to transform how finance teams work and empower them to do more with less. The Opportunity – Customer Support Specialist III (Remote - US) We are looking for an enthusiastic Customer Support Specialist III to join our Support organization. In this role, you’ll ensure our crew members and client users have their product questions answered and technical issues resolved quickly, accurately, and with care. Customer Support Specialist III's at Wrapbook work across a range of case types—from high-volume, repeatable issues to complex, high-context production scenarios. Depending on business needs and your strengths, you may be aligned to a team focused on Worker users and scaled support (Express Desk) or a team focused on non-Worker users and high-touch, relationship-driven support (Partnership Team). In all cases, you’ll play a critical role in ensuring payees are compensated compliantly and on time, while delivering a concierge-quality support experience. What you’ll do Own a portfolio of cases and inbound interactions (email, live chat, and phone via Salesforce), serving as the primary point of contact from first touch through resolution for crew members and client users. Diagnose and troubleshoot product behaviors and production workflows: investigate issues, reproduce bugs, identify root cause, and advise on next steps or workarounds. Manage your case backlog with clear ownership and urgency: prioritize work by customer impact, SLA, and escalation risk; proactively follow up internally and externally until issues are fully resolved. Partner closely with Customer Success, Payroll Ops, Product, and Engineering to resolve customer issues, translating customer context into actionable technical detail. Identify trends and product gaps: log high-quality bug reports and product requests in Linear (or similar tools), including replication steps and business impact. Escalate urgent or production-critical issues via PagerDuty or established escalation channels and help coordinate cross-functional response through resolution. Deliver a concierge support experience: adapt communication style to the customer and situation, explain solutions clearly, and anticipate follow-up needs. Contribute to team knowledge and operational excellence by creating and maintaining SOPs, templates, troubleshooting guides, and other internal documentation. Support continuous improvement efforts by sharing best practices, surfacing opportunities for workflow optimization, deflection, or automation, and incorporating QA feedback into your day-to-day work. Mentor and support junior teammates as needed through case guidance, escalation support, and modeling strong customer judgment and communication. What you’ll have 2+ years of production accounting experience in Film & Television— cost reporting, budget management, financial close, or related production finance workflows. Production payroll experience is a plus. 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. Sharp troubleshooting instincts — you research and validate before you communicate. Ability to manage a case queue, multitask, and prioritize in a fast-paced environment. Active AI fluency — you use tools like ChatGPT, Claude, or Gemini daily to work faster and smarter. Comfort working cross-functionally and in a remote, high-growth environment where priorities evolve. Familiarity with Salesforce, Zoom Contact Center, Linear, Slack, and Notion (or ability to ramp quickly). Nice to have Motion Picture Union Payroll experience. Experience supporting high-volume case environments or complex, high-sensitivity customer scenarios. Experience creating or maintaining SOPs, workflows, or training materials for support teams. Experience identifying deflection opportunities, improving self-serve resources, or contributing to automation initiatives. Experience contributing to QA programs, mentoring junior support staff, or supporting team enablement. Experience creating operating procedures or content for AI-powered support tools. 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 $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 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! #LI-Remote Apply for this Job Powered by Privacy PolicySecurityVulnerability Disclosure

Listed by Wrapbook for a position based in the United States. Employers on this board attest they are hiring domestically.

Customer Service

92 days ago

Manager, Customer Success Team

Assort Health · San Francisco, California, United States

Pay

$180k–250k

Setting

Remote

Apply Sign in to favorite Permalink

Manager, Customer Success Team Location San Francisco; New York; Remote, USA Employment Type Full time Location Type Hybrid Department Customer Success Compensation OTE $180K – $250K • Offers Equity • Offers Commission Overview Application Building Healthcare That Remembers Every time you call a doctor's office, the system forgets you the moment you hang up. You wait on hold, explain everything from scratch, get bounced between lines, and hope someone follows up. Everyone has felt this. No one should have to. At Assort Health, we're building one continuous conversation for every patient. An AI agent that knows who you are, remembers how you like to be reached, and carries that context from your first symptom to your full recovery. What began as the first voice AI agent to schedule a specialty appointment has become the largest proprietary specialty dataset in healthcare: 240 million patient interactions, 62,000 care protocols, 1.6 million decision pathways. We went from 15 people in 2025 and will cross 250 by the end of 2026. Revenue is up 20x in 15 months and we've raised $222 million, including a recent $120 million Series C at a $1.2 billion valuation. We've also been named to the Forbes Cloud 100 and the 2026 Enterprise Tech 30 as the only healthcare AI company on the list! Healthcare spends $1.1 trillion a year on administration instead of care. If you want to help change that, apply below. About the Team Assort's Customer Success function delivers white-glove service to leading health systems and provider groups, ensuring they realize the full value of our platform. You'll lead a sharp, fast-growing team guiding complex customers from adoption through measurable impact. The Role We're hiring a Manager, Customer Success Team to build and lead a team of Customer Success Managers and own retention, adoption, and expansion across their portfolio. You'll coach the team through their highest-stakes moments, and set the standard for what great looks like — including in-person presence with customers, executive relationship building, and threading Assort deeply across every level of the customer organization. This is a player-coach role. Most of your time goes to developing the team, but you'll also carry a few strategic accounts yourself and lead from the front. This is a unique opportunity to help define what customer success looks like at a leading AI company, at a pivotal moment for our team. What You'll Do Hire, train, and lead the team — recruit, onboard, and coach members of the CS team, and own their growth and performance. Own team-level outcomes — drive end-to-end account health across your portfolio, set capacity and book assignments, and bring operational rigor to how the team runs. Be a strategic advisor on agentic AI — partner with C-suite and operating leaders to transform how patients experience care, expanding their vision of what's possible with AI and delivering measurable outcomes. Drive executive presence and relationship depth — model and coach the team on building relationships that go beyond the day-to-day CSM contact, including leading QBRs and ensuring every account has meaningful coverage across clinical, operational, and executive stakeholders. Diagnose and solve with data — proactively identify, surface, and address risks and opportunities, and translate insights into recommendations that drive ROI, unlock productivity, and improve AI agent performance. Be the voice of the customer — develop deep fluency in Assort's product and partner closely with Sales, Implementation, Product, and Engineering to ensure our strategic customers’ needs shape what we build, sell, and deliver. Own team-level GRR and NRR — set and track retention and expansion targets across your team's portfolio, with clear accountability for revenue outcomes, not just activity metrics. Build scalable systems — own design and implementation of playbooks, processes, and tools that let us deliver consistent, world-class support as we rapidly grow. Travel to client sites (up to 25%). What You Bring 5-8+ years in Customer Success, Account Management, or directly related in SaaS, AI-native software, or HealthTech. 2+ years managing customer-facing teams — you've hired, coached, and developed ICs and driven strong customer retention and expansion results. Top-tier project management abilities — you can run a team across multiple accounts, urgent priorities, and strategic initiatives with composure. Exceptional communication skills & executive presence — you communicate with clarity, concision, and empathy, quickly earning the trust of stakeholders at every level. Strong analytical and problem-solving skills; comfortable using data to drive decisions. Builder’s mindset — you’ve owned the creation of new systems, processes, or customer programs from scratch. Thrive in fast-moving, ambiguous environments, bring structure to chaos, and are willing to wear many hats as we set ourselves up for scale. Interest in or experience driving adoption of AI-native platforms in complex organizations. Experience working for early-stage startups or high-growth software companies. Nice to Haves Experience working with health system leadership or MSOs. Passion for healthcare innovation and improving patient experiences. Experience supporting healthcare providers/practices or healthcare technology products. Experience with complex EHR integrations (Epic, Athena, eCW, etc.). Benefits & Perks for Assorties 💸 Competitive Compensation – Including salary and employee stock options so you share in our success. 📚 Lifelong Learning – Annual budget for professional development, plus training opportunities to help you grow. 💻 Office Setup Stipend – We’ll outfit your in-office workspace so comfy as it's productive. 🩺 Top-Tier Health Coverage – Medical, dental, and vision insurance, because your health comes first. 🏖 Flexible PTO – We trust you to take the time you need to recharge and come back ready to crush it. 🥗 Meals & Snacks – Lunch, dinner, and snack breaks that fuel great ideas. 💪 Fitness Stipend – Your wellness matters. We reimburse monthly membership costs to support your health. 🚆 Commuter Benefits – We cover eligible transportation costs to make your trip to work easier. 👵 401(k) – Build your retirement savings. How We Work & What We Value Our team at Assort Health moves fast, stays focused, and is fueled by a desire to serve our customers and patients. Our company values guide how we work—they are present in how we show up, make decisions and work together to move our mission forward. We bring a Day One Drive, relentlessly striving to improve, keep a 5-Star Focus, as our customers are our lifeblood, always Answer the Call, remembering that ownership and accountability are paramount, and show up with One Pulse, because we are one team, with one rhythm and one result. Our team is growing and we are looking for motivated, hardworking, and passionate talent. If you want to make healthcare accessible for everyone, we’d love to hear from you! Please note: the Assort Health Talent Team will only email you from an assorthealth.com email address. Apply for this Job Powered by Privacy PolicySecurityVulnerability Disclosure

Listed by Assort Health for a position based in the United States. Employers on this board attest they are hiring domestically.

Customer Service

92 days ago

Manager, Customer Success Team

Assort Health · San Francisco, California, United States

Pay

$180k–250k

Setting

Remote

Apply Sign in to favorite Permalink

Building Healthcare That Remembers Every time you call a doctor's office, the system forgets you the moment you hang up. You wait on hold, explain everything from scratch, get bounced between lines, and hope someone follows up. Everyone has felt this. No one should have to. At Assort Health, we're building one continuous conversation for every patient. An AI agent that knows who you are, remembers how you like to be reached, and carries that context from your first symptom to your full recovery. What began as the first voice AI agent to schedule a specialty appointment has become the largest proprietary specialty dataset in healthcare: 240 million patient interactions, 62,000 care protocols, 1.6 million decision pathways. We went from 15 people in 2025 and will cross 250 by the end of 2026. Revenue is up 20x in 15 months and we've raised $222 million, including a recent $120 million Series C https://www.assorthealth.com/blog/assort-health-raises-120-million-series-c-to-scale-largest-deployment-of-ai-agents-for-the-patient-journey at a $1.2 billion valuation. We've also been named to the Forbes Cloud 100 and the 2026 Enterprise Tech 30 as the only healthcare AI company on the list! Healthcare spends $1.1 trillion a year on administration instead of care. If you want to help change that, apply below. ABOUT THE TEAM Assort's Customer Success function delivers white-glove service to leading health systems and provider groups, ensuring they realize the full value of our platform. You'll lead a sharp, fast-growing team guiding complex customers from adoption through measurable impact. THE ROLE We're hiring a Manager, Customer Success Team to build and lead a team of Customer Success Managers and own retention, adoption, and expansion across their portfolio. You'll coach the team through their highest-stakes moments, and set the standard for what great looks like — including in-person presence with customers, executive relationship building, and threading Assort deeply across every level of the customer organization. This is a player-coach role. Most of your time goes to developing the team, but you'll also carry a few strategic accounts yourself and lead from the front. This is a unique opportunity to help define what customer success looks like at a leading AI company, at a pivotal moment for our team. WHAT YOU'LL DO - Hire, train, and lead the team — recruit, onboard, and coach members of the CS team, and own their growth and performance. - Own team-level outcomes — drive end-to-end account health across your portfolio, set capacity and book assignments, and bring operational rigor to how the team runs. - Be a strategic advisor on agentic AI — partner with C-suite and operating leaders to transform how patients experience care, expanding their vision of what's possible with AI and delivering measurable outcomes. - Drive executive presence and relationship depth — model and coach the team on building relationships that go beyond the day-to-day CSM contact, including leading QBRs and ensuring every account has meaningful coverage across clinical, operational, and executive stakeholders. - Diagnose and solve with data — proactively identify, surface, and address risks and opportunities, and translate insights into recommendations that drive ROI, unlock productivity, and improve AI agent performance. - Be the voice of the customer — develop deep fluency in Assort's product and partner closely with Sales, Implementation, Product, and Engineering to ensure our strategic customers’ needs shape what we build, sell, and deliver. - Own team-level GRR and NRR — set and track retention and expansion targets across your team's portfolio, with clear accountability for revenue outcomes, not just activity metrics. - Build scalable systems — own design and implementation of playbooks, processes, and tools that let us deliver consistent, world-class support as we rapidly grow. - Travel to client sites (up to 25%). WHAT YOU BRING - 5-8+ years in Customer Success, Account Management, or directly related in SaaS, AI-native software, or HealthTech. - 2+ years managing customer-facing teams — you've hired, coached, and developed ICs and driven strong customer retention and expansion results. - Top-tier project management abilities — you can run a team across multiple accounts, urgent priorities, and strategic initiatives with composure. - Exceptional communication skills & executive presence — you communicate with clarity, concision, and empathy, quickly earning the trust of stakeholders at every level. - Strong analytical and problem-solving skills; comfortable using data to drive decisions. - Builder’s mindset — you’ve owned the creation of new systems, processes, or customer programs from scratch. - Thrive in fast-moving, ambiguous environments, bring structure to chaos, and are willing to wear many hats as we set ourselves up for scale. - Interest in or experience driving adoption of AI-native platforms in complex organizations. - Experience working for early-stage startups or high-growth software companies. NICE TO HAVES - Experience working with health system leadership or MSOs. - Passion for healthcare innovation and improving patient experiences. - Experience supporting healthcare providers/practices or healthcare technology products. - Experience with complex EHR integrations (Epic, Athena, eCW, etc.). BENEFITS & PERKS FOR ASSORTIES - 💸 Competitive Compensation – Including salary and employee stock options so you share in our success. - 📚 Lifelong Learning – Annual budget for professional development, plus training opportunities to help you grow. - 💻 Office Setup Stipend – We’ll outfit your in-office workspace so comfy as it's productive. - 🩺 Top-Tier Health Coverage – Medical, dental, and vision insurance, because your health comes first. - 🏖 Flexible PTO – We trust you to take the time you need to recharge and come back ready to crush it. - 🥗 Meals & Snacks – Lunch, dinner, and snack breaks that fuel great ideas. - 💪 Fitness Stipend – Your wellness matters. We reimburse monthly membership costs to support your health. - 🚆 Commuter Benefits – We cover eligible transportation costs to make your trip to work easier. - 👵 401(k) – Build your retirement savings. HOW WE WORK & WHAT WE VALUE Our team at Assort Health moves fast, stays focused, and is fueled by a desire to serve our customers and patients. Our company values guide how we work—they are present in how we show up, make decisions and work together to move our mission forward. We bring a Day One Drive, relentlessly striving to improve, keep a 5-Star Focus, as our customers are our lifeblood, always Answer the Call, remembering that ownership and accountability are paramount, and show up with One Pulse, because we are one team, with one rhythm and one result. Our team is growing and we are looking for motivated, hardworking, and passionate talent. If you want to make healthcare accessible for everyone, we’d love to hear from you! Please note: the Assort Health Talent Team will only email you from an assorthealth.com http://assorthealth.com email address.

Listed by Assort Health for a position based in the United States. Employers on this board attest they are hiring domestically.

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