Full-Time

Customer Support Operations Manager

Confirmed live in the last 24 hours

Captions

Captions

11-50 employees

Video captioning and translation services

Consumer Software
Entertainment

Senior

New York, NY, USA

Requires in-person presence at NYC HQ located in Union Square.

Category
Customer Support
Customer Success & Support
Required Skills
Zendesk
iOS/Swift
Android Development
Video Editing
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.
Responsibilities
  • 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.
  • 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.
  • 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.
  • Develop and implement procedures, processes, and tools to optimize customer support workflows. Ensure operational efficiency by aligning support practices with business goals.
  • Track, prioritize, and triage product issues and enhancements and work closely with product and engineering to improve the app and overall customer experience.
  • Ensure Captions is a safe platform for customers and creators to create and edit content, ultimately protecting the reputation of the company.

Captions.ai enhances video content by providing captioning and translation services tailored for content creators, social media influencers, marketing agencies, and businesses. Their main offerings include automatic subtitle generation, translation into 28 languages, and video compression to improve performance. These tools simplify the video production process, allowing users to produce high-quality videos with ease. Unlike many competitors, Captions.ai uses a freemium model, offering basic services for free while charging for advanced features, which helps attract a large user base and convert free users into paying customers. The company's goal is to make professional video content accessible to a wider audience, and recent funding will support their growth and product development.

Company Stage

Series B

Total Funding

$40M

Headquarters

New York City, New York

Founded

2021

Growth & Insights
Headcount

6 month growth

-18%

1 year growth

-29%

2 year growth

353%
Simplify Jobs

Simplify's Take

What believers are saying

  • The $60 million Series C funding round led by top VCs, including Kleiner Perkins, indicates strong investor confidence and provides substantial resources for growth.
  • Expansion to web and desktop platforms allows Captions.ai to cater to a wider audience, enhancing user experience and engagement.
  • The launch of the Lipdub app, which supports translation and dubbing in 28 languages, showcases Captions.ai's innovative approach to making video content more accessible globally.

What critics are saying

  • The competitive landscape in AI-driven video editing is intense, with numerous startups and established companies vying for market share.
  • Technical challenges, such as the lag between audio and lip movement in the Lipdub app, could affect user satisfaction and adoption.

What makes Captions unique

  • Captions.ai's focus on AI-driven video enhancement, including automatic subtitle generation and multi-language translation, sets it apart from traditional video editing tools.
  • Their freemium model attracts a broad user base, converting free users into paying customers, which is a strategic advantage over competitors with only paid services.
  • The recent $60 million Series C funding and expansion to web and desktop platforms demonstrate their commitment to innovation and scalability.

Help us improve and share your feedback! Did you find this helpful?