What are the responsibilities and job description for the Knowledge Manager, Customer Support position at Captions, LLC?
Captions is the leading video AI company, building the future of video creation. Over 10 million creators and businesses have used Captions to create videos for social media, marketing, sales, and more. We're on a mission to serve the next billion.
The following information provides an overview of the skills, qualities, and qualifications needed for this role.
We are a rapidly growing team of ambitious, experienced, and devoted engineers, researchers, designers, marketers, and operators based in NYC. You'll join an early team and have an outsized impact on the product and the company's culture.
- Please note that all of our roles will require you to be in-person at our NYC HQ (located in Union Square)
About the Role and Team :
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.
Key Responsibilities :
Develop and maintain the Help Center to support iOS, Android, and desktop apps, ensuring content is clear, accessible, and up-to-date.
Train and optimize Captions’ AI agent to provide accurate and helpful responses to customers.
Organize and maintain internal documentation to support workflows for the Customer Experience, Product, Engineering, and Marketing teams.
Preferred Qualifications :
Benefits :
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.
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