Customer Support Operations Manager, Captions
$125-165k
+Equity
Office located in Union Square, NY
AI-powered creative studio
Be an early applicant
AI-powered creative studio
21-100 employees
Be an early applicant
$125-165k
+Equity
Office located in Union Square, NY
21-100 employees
Company mission
To empower our customers, regardless of background or experience, with the ability to bring their vision to life in seconds.
Role
Who you are
- 5+ years of experience in customer support, including at least 2 years managing remote teams
- 2+ years as an admin, managing a Customer Experience platform like Intercom or Zendesk
- Experience supporting a technical product with multiple platforms (Eg., iOS, Android, Web, API, backend)
- Familiarity and interest in video production, video editing, or the creator economy
- Customer-obsessed and the ability to approach every interaction as an opportunity to deliver value and delight customers
- Excellent writing skills to produce clear and engaging documentation, help center content, and macros
- Thrive on tackling challenges head-on and advocate for improvements in processes and workflows
- Take ownership of key metrics and drive positive outcomes for customers and your team
What the job involves
- We’re hiring a Customer Support Operations Manager to help us deliver on our promise to offer our millions of customers a world-class customer experience
- In this role, you will have the opportunity to impact thousands of customers per day and build processes to allow us to scale gracefully
- You’ll report directly to our Head of Customer Experience and collaborate closely with product and engineering
- As a key member of our Customer Experience team, you will take ownership of a variety of projects and responsibilities, including:
- Messaging Support - Provide exceptional support through chat and email, promptly addressing inbound inquiries and troubleshooting technical issues
- Ensure a high standard of service for customers across all plans, countries, and languages
- Team Management - Lead, mentor, and manage a growing team of at least five customer support agents across multiple time zones
- Oversee staffing, performance metrics, and continuous improvement initiatives for your team
- Technical Documentation Writing - Create and maintain accurate, user-friendly content for our Help Center and macros across iOS, Android, Desktop, and API platforms
- Regularly update resources to reflect product changes and customer needs
- Customer Support Operations - Develop and implement procedures, processes, and tools to optimize customer support workflows
- Ensure operational efficiency by aligning support practices with business goals
- Customer Feedback Loop - Track, prioritize, and triage product issues and enhancements and work closely with product and engineering to improve the app and overall customer experience
- Trust and Safety - Ensure Captions is a safe platform for customers and creators to create and edit content, ultimately protecting the reputation of the company
Our take
As AI integration grows in creative fields, concerns arise about the future of professions like writing and design. However, Captions has transformed these anxieties into opportunities by harnessing AI technology to streamline the creative workflow.
By automating tasks in music, graphic design, and video production, Captions allows users to generate compelling content directly from their mobile devices. With a focus on meeting the rising demand for captivating digital content, its subscription-based model covers key processes like captioning, editing, dubbing, and soundtracking.
Captions' innovative approach has garnered attention, securing funding from tech giants like Sequoia Capital and Andreessen Horowitz. This investment will grow the company's machine learning team and invest further into in-house research efforts and technical infrastructure.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Some candidates hear
back within 2 weeks
61% employee growth in 12 months
Company
Funding (2 rounds)
Jul 2024
$60m
SERIES C
Jun 2023
$25m
SERIES B
Total funding: $85m
Company benefits
- Comprehensive medical, dental, and vision plans
- Anything you need to do your best work
- We’ve done team off-sites to places like Paris, London, Park City, Los Angeles, and Nashville with more planned in the future
Company HQ
Civic Center, New York, NY
Articles
Leadership
Gaurav Misra
(CEO)Previously the Head of Design Engineering at Snap Inc, Senior Software Engineer at Localytics, Software Development Engineer at Microsoft, and Software Engineer at Lattice Engines.
Salary benchmarks
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