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Customer Support Operations Specialist

New York, NY

Captions is the AI-powered creative studio. Millions of creators around the world have used Captions to make their video content stand out from the pack and we're on a mission to empower the next billion. 


Based in NYC, we are a team of ambitious, experienced, and devoted engineers, designers, and marketers. You'll be joining an early team where you'll have an outsized impact on both the product and company's culture.


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


Check out our latest milestone and our recent feature on the TODAY show


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


Captions is looking for an early, key contributor to the Customer Experience team as we scale to support millions of customers in every country in the world (really!). You’ll act as a customer advocate and work with all teams to help improve the overall customer experience and deliver on our team mission. This job requires previous technical experience in providing support to mobile apps or desktop software.


Responsibilities: 

  • Triage and resolve customer issues across a multi-platform environment - iOS, Android, Web, Mac, and Windows.
  • Act as the subject matter expert for all things Captions.
  • Engage with our fast-growing customer base, primarily through chat and email (Intercom).
  • Write technical documentation to help with onboarding, implementation, and support
  • Gather and share opportunities for improved product and customer experiences with the design, product, and engineering teams (Linear).
  • Help customers through their journey from installation, registration, trial, conversion, and renewal.
  • Resolve subscription and billing issues via the App Store, Play Store, and Stripe.


Requirements: 

  • 3+ years experience providing technical support, especially for software or an app on the App Store or Play Store.
  • Professional experience in video editing or production
  • Technical experience and aptitude working with engineering and product teams
  • Comfortable on screen (eg., webinars, training videos)
  • Patience, empathy, and the desire to solve problems.
  • Excellent writing, verbal, and communication skills.
  • Sense of urgency and willingness to get the job done.


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.


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.

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