Senior Operations Manager

San Francisco, CA /
Operations /
Full-Time
Kapwing empowers digital storytellers and entertainers.  It’s an online image and video platform that people make, edit, and collaborate on multimedia projects at work. We’re helping modern creators express themselves, tell bite-sized stories, and design in the “4th dimension” (content with a timeline). Our vision is to become the go-to multimedia editor for teams to collaborate and meet demands for content quantity without sacrificing quality.

With remote work, remote learning, an economic downturn and the rise of social media as a political advocacy channel, video and media entrepreneurship have never been more relevant for the world. Join a company that's democratizing creative tools and inventing the future stack of video creation. We value velocity, growth, and impact, plus a strong community of coworkers who support each other and collaborate.

We’re also a Series A startup founded by two X-Googlers/Harvard/Stanford and backed by CRV, Kleiner Perkins and other top VCs. We've grown to millions of monthly-active creators through purely organic channels. Read more about Kapwing in TechCrunch.

This position is a full-time role reporting to the Kapwing CEO at Kapwing’s HQ in San Francisco. Looking for someone to start immediately (Summer 2020) 

Responsibilities

    • Scale and lead Kapwing's Customer Support team
    • Manage headcount, training, and development of our customer support team
    • Own response time and quality KPIs
    • Identify bottlenecks in support and make changes to increase efficiency
    • Synthesize open customer issues to inform product prioritization. Investigate and debug production issues.
    • Handle customer escalations, write policies, and interface directly with high-value customers
    • Represent users in conversations about product development
    • Flag and summarize bugs, outages, and feature requests for the engineering team as they arise
    • Recommend new products based on user needs and pain points
    • Create content for and maintain help center docs
    • Collaborate with Content Marketing team to create deployment and support materials for customers

Requirements and Qualifications

    • Experience with managing an operations or support team
    • Experience working with product or software development teams
    • Operations expertise: Can identify bottlenecks, automate processes, drive down costs. Obsessed with efficiency and scaling as we grow.
    • A strong writer and communicator: Can write and edit clearly and efficiently
    • Empathetic and positive: Enjoys helping people with patience and persistence. Can defuse angry customers and understand their perspective
    • Analytical: Experience with debugging and investigating root cause issues.
    • Comfortable with technical systems including regular expression and databases
    • No ego: There’s a lot we wish we could do but don’t have time for. Must have the ability to put the product’s needs first, invite criticism, and embrace failure
    • 2-6 years of experience in a communications, customer support, operations, or a product role
    • Experience with hiring, recruiting, and managing headcount
    • {Preferred} An interest in music, video, entertainment, and social media. Kapwing serves creative professionals and casual creators.
Our culture
We’re an engineering-heavy team, all interested in learning the latest web technologies and applying them to video, photography, and social media content. Founded by two product managers, Kapwing has a strong design and UX orientation when building new products.

Team Kapwing is scrappy and creative, and we love launching random things for fun (check out Cartoonify!). Everyone does a bit of everything, from operations to supporting our customers. We love the creators who use our product and embrace pop culture, design, music, and media trends, and we tackle tough engineering problems related to scaling video processing in the cloud. We order lunch together, go on offsites, and do a regular happy hour on Fridays.

Also, Kapwing pays full-time salaries and offers competitive health benefits. We value diversity across all dimensions and keep reasonable hours. Kapwing is based full-time in San Francisco.

Our hiring process
Our technical process is a short, behavioral interview about your past experiences, a sample of work project designed to take less than one day of work, two hours of interviews, and a lunch with our whole team. We value engineering excellence, product insight, eagerness for growth/impact, and the communication skills and empathy to collaborate well with a tight-knit team.

Founders
Julia Enthoven and Eric Lu previously worked together as product managers on the Image Search team at Google. The company was founded in 2017, and bootstrapped to over $100k ARR before raising money mostly through Product Hunt launches, a popular blog on entrepreneurship, and SEO.