Customer Relations Lead at Kapwing
San Francisco, CA, US
Kapwing empowers digital storytellers and entertainers.  It’s an online image and video platform that helps creators make and share media from the browser. We’re helping modern creators express themselves, tell bite-sized stories, and design in the “4th dimension” (content with a timeline).
 
We’re also a seed-stage startup founded by two X-Googlers/Harvard/Stanford and backed by Kleiner Perkins and other top VCs. We raised $1.7m in July 2018 and have grown 5x in size (usage, MRR) since then. We’re growing our team (right now, 7 FTE) before raising our Series A this spring. Read more about Kapwing in TechCrunch.
 
As Kapwing’s first Customer Relations Lead , 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.
 
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 2019) 

Responsibilities

    • 1) User support and advocacy: Help Kapwing’s creators on chat and email who run into trouble using Kapwing’s tools
    • -- Build sustainable relationships of trust with customers through open and interactive communicationHandle customer accounts including upgrading, canceling, or changing accounts
    • -- 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
    • -- Recommend new products based on user needs and pain points
    • 3) Create tutorials and support content for creators
    • -- Weekly blog article targeted towards common questions and tutorial on using/getting started with our tools

Requirements and Qualifications

    • A strong writer and communicator: Can write and edit clearly and efficiently
    • Ability to multitask, prioritize and manage time effectively
    • 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
    • 0-3 years of experience in a communications, customer support, or a user-facing role
    • {Preferred} An interest in music, video, entertainment, and social media
    • {Preferred} Experience at a software or product development company
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. We order lunch together, play card games (Coup) every day, go on spontaneous offsites, and do a regular happy hour on Fridays.
 
Also, Kapwing pays full-time salaries and offers health benefits. We value diversity across all dimensions and keep reasonable hours. Kapwing is based full-time in San Francisco.
 
Our hiring process
We don’t believe in whiteboarding algorithmic questions. Our interview process is a short, behavioral interview about your engineering experiences, and then we typically like to set up a small project that we will complete in tandem. Once the project is complete, we’ll review it together and schedule an onsite interview to talk about architecture and technical design. Based on feedback from your project and onsite, we'll make a hiring decision.
 
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.