Customer Advocate at Kapwing
San Francisco, CA, US

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 (Spring/Summer 2019)

As Kapwing’s first User Advocate , you’ll be responsible for supporting Kapwing’s users and customers. In addition to serving as the voice of our users, you’ll also develop support materials and inform product development.

Your responsibilities include: 
1) User support and advocacy: Help Kapwing’s creators on chat and email who run into trouble using Kapwing’s tools 
- Recreate broken videos 
- Educate users exploring the tool for the first time 
- Support customers with account and payment-related inquiries in Stripe 
- Investigate and debug problems when they occur

2) Inform product development and prioritization 
- Flag and summarize bugs, outages, and feature requests for the engineering team as they arise 
- Represent users in conversations about product development

3) Create tutorials and support content for creators 
- Weekly blog article targeted towards common questions and tutorial on using/getting started with our tools