Customer Support Operations Manager

2 weeks ago


New York, New York, United States Captions Full time

About the Role:

We are seeking a highly skilled Customer Support Operations Manager to join our team at Captions. As a key member of our Customer Experience team, you will be responsible for delivering a world-class customer experience to our millions of customers.

Responsibilities:

  • Messaging Support - Provide exceptional support through chat and email, promptly addressing inbound inquiries and troubleshooting technical issues.
  • Team Management - Lead, mentor, and manage a growing team of customer support agents across multiple time zones.
  • Technical Documentation Writing - Create and maintain accurate, user-friendly content for our Help Center and macros across iOS, Android, Desktop, and API platforms.
  • Customer Support Operations - Develop and implement procedures, processes, and tools to optimize customer support workflows.
  • 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.

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.
  • 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


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