Knowledge Manager, Customer Support

Captions - Union Square, NJ

Full-time - Mid Level

Remote - Union Square, NJ

About the position

Captions is revolutionizing how creators and businesses generate and edit videos. We are seeking a skilled Knowledge Manager to create, organize, and maintain user-friendly resources that empower our customers and internal teams. Reporting to the Head of Customer Support, you will manage a variety of documentation systems, including customer-facing help centers, API references, and internal procedures. You'll also play a key role in onboarding new employees, becoming an expert in Captions and its ecosystem. This role is ideal for someone passionate about simplifying complex ideas and driving excellence in education and documentation.

Responsibilities

• Develop and maintain the Help Center to support iOS, Android, and desktop apps, ensuring content is clear, accessible, and up-to-date.
• Create and manage API documentation tailored for enterprise clients and partners, ensuring clarity and usability for developers.
• Maintain and update a comprehensive changelog to track feature releases, experiment results, and app version updates.
• Work with product and product marketing to plan for major feature releases.
• Train and optimize Captions' AI agent to provide accurate and helpful responses to customers.
• Monitor and assess agent performance, identifying areas for improvement and implementing enhancements.
• Organize and maintain internal documentation to support workflows for the Customer Experience, Product, Engineering, and Marketing teams.
• Ensure internal stakeholders have well-structured, actionable resources that align with company goals and processes.
• Act as the point of contact and SME for onboarding new Captions employees.

Requirements

• 6+ years in a similar role, managing customer-facing help centers, API references, and internal documentation.
• Deep knowledge of APIs and familiarity with tools like Postman.
• Experience with documentation tools such as Mintlify, Notion, Guru, or Readme.
• Experience with product and project management tools like Linear and StatSig.
• Ability to simplify complex concepts into clear, concise, and actionable documentation.
• Ability to work effectively with Product, Engineering, Marketing, and Customer Experience teams to align documentation with business goals.
• Instinctively see content through a beginner's eyes, constantly evaluating and refining your work for maximum clarity and impact.
• Understand Caption's capabilities and are passionate about helping others unlock its full potential.
• Obsess over every detail-from word choice to visual aids-ensuring your content is both concise and comprehensive.

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