Customer Support Specialist III

Wrapbook provides a production payroll platform and is hiring an experienced remote Customer Support Specialist III. The role owns customer cases end to end, troubleshoots SaaS product issues, manages case priorities, escalates critical incidents, and partners with Product, Engineering, and Operations teams. ResponsibilitiesOwn email, live-chat, and phone cases in Salesforce from first contact through resolutionInvestigate product behavior, reproduce bugs, identify root causes, and recommend next steps or workaroundsPrioritize a case backlog by customer impact, SLA, and escalation riskEscalate production-critical issues through PagerDuty and translate customer context into actionable detail for Product and EngineeringCreate bug reports, SOPs, templates, and troubleshooting documentation, while identifying workflow and automation improvements Requirements2+ years in customer support, technical support, production administration, or equivalent B2B SaaS supportstrong troubleshooting, writ