Customer Support Operations Manager

$125,000 - $165,000/Yr

Captions - New York, NY

Full-time - Mid Level

New York, NY

About the position

The Customer Support Operations Manager at Captions will play a crucial role in enhancing the customer experience for millions of users. This position involves managing a team of customer support agents, developing operational processes, and ensuring high-quality support across various platforms. The role requires collaboration with product and engineering teams to address customer feedback and improve service delivery.

Responsibilities

• Provide exceptional support through chat and email, addressing inbound inquiries and troubleshooting technical issues.
• Lead, mentor, and manage a growing team of at least five customer support agents across multiple time zones.
• Create and maintain accurate, user-friendly content for the Help Center and macros across iOS, Android, Desktop, and API platforms.
• Develop and implement procedures, processes, and tools to optimize customer support workflows.
• Track, prioritize, and triage product issues and enhancements, collaborating with product and engineering teams.
• Ensure Captions is a safe platform for customers and creators.

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 (e.g., iOS, Android, Web, API, backend).
• Excellent writing skills to produce clear and engaging documentation, help center content, and macros.
• Customer-obsessed with the ability to deliver value and delight customers.

Nice-to-haves

• Familiarity and interest in video production, video editing, or the creator economy.
• Ability to tackle challenges head-on and advocate for improvements in processes and workflows.

Benefits

• Comprehensive medical, dental, and vision plans
• 401K with employer match
• Commuter Benefits
• Catered lunch multiple days per week
• Dinner stipend for late work hours
• 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