Knowledge Manager, Customer Support

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.

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.

We’re very fortunate to have some the best investors and entrepreneurs backing us, including Index Ventures (Series C lead), Kleiner Perkins (Series B lead), Sequoia Capital (Series A and Seed co-lead), Andreessen Horowitz (Series A and Seed co-lead), Uncommon Projects, Kevin Systrom, Mike Krieger, Lenny Rachitsky, Antoine Martin, Julie Zhuo, Ben Rubin, Jaren Glover, SVAngel, 20VC, Ludlow Ventures, Chapter One, and more.

Check out our latest financing milestone and some other coverage:

The Information: 50 Most Promising Startups

Fast Company: Next Big Things in Tech

The New York Times: When A.I. Bridged a Language Gap, They Fell in Love

Business Insider: 34 most promising AI startups

Time: The Best Inventions of 2024

** 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:

1. Customer-Facing Product Changes

• 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.

2. Quality and Training of Agents

• 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.

3. Internal Docs and Procedures

• 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.

Preferred Qualifications:

• Experience: 6+ years in a similar role, managing customer-facing help centers, API references, and internal documentation. 

• Technical Experience: Deep knowledge of APIs and familiarity with tools like Postman

• Tools: Experience with documentation tools such as Mintlify, Notion, Guru, or Readme. Experience with product and project management tools like Linear and StatSig.

• Technical Writing Expertise: Ability to simplify complex