Customer Support Operations Manager

Captions is the leading video AI company, building the future of video creation. Over 10 million creators and businesses have used Captions to create videos for social media, marketing, sales, and more. We're on a mission to serve the next billion.

We are a rapidly growing team of ambitious, experienced, and devoted engineers, researchers, designers, marketers, and operators based in NYC. You'll join an early team and have an outsized impact on the product and the company's culture.

We’re very fortunate to have some the best investors and entrepreneurs backing us, including Index Ventures (Series C lead), Kleiner Perkins (Series B lead), Sequoia Capital (Series A and Seed co-lead), Andreessen Horowitz (Series A and Seed co-lead), Uncommon Projects, Kevin Systrom, Mike Krieger, Lenny Rachitsky, Antoine Martin, Julie Zhuo, Ben Rubin, Jaren Glover, SVAngel, 20VC, Ludlow Ventures, Chapter One, and more.

Check out our latest financing milestone and some other coverage:

The Information: 50 Most Promising Startups

Fast Company: Next Big Things in Tech

The New York Times: When A.I. Bridged a Language Gap, They Fell in Love

Business Insider: 34 most promising AI startups

Time: The Best Inventions of 2024

** Please note that all of our roles will require you to be in-person at our NYC HQ (located in Union Square) **

About the Role:

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.

Key Responsibilities:

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.

Requirements:

• 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.

Benefits:

• Comprehensive medical, dental, and vision plans

• 401K with employer match

• Commuter Benefits

• Catered lunch multiple days per week

• Dinner stipend every night if you're working late and want a bite!

• Doordash DashPass subscription

• Health & Wellness Perks (Talkspace, Kindbody, One Medical subscription, HealthAdvocate, Teladoc)

• Multiple team offsites per year with team events every month

• Generous PTO policy and flexible WFH days

Captions provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

Please note benefits apply to full time employees only.

Compensation Range: $125K - $165K