Customer Support Agent at Kapwing
San Francisco, CA, US
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).
 
We’re also a seed-stage startup founded by two X-Googlers/Harvard/Stanford and backed by Kleiner Perkins and other top VCs. We've grown to almost a million monthly-active users through purely organic channels. Read more about Kapwing in TechCrunch.
 
We're looking for a contractor to join Kapwing’s Operations team and help us support Kapwing’s creators and customers. This position is a part-time role with the potential to convert full-time based on performance and company growth, reporting to the Customer Relations Lead at Kapwing’s HQ in San Francisco.

Responsibilities

 

    • Help Kapwing users navigate products and learning resources through chat. Represent the company to users and provide empathetic, thorough support.
    • Context switch and handle many conversations and problem types simultaneously. 
    • Identify recurring issues and file support tickets on reproducible issues. 
    • Troubleshoot. Figure out how to solve problems, reprocess videos, and fix issues.
    • Accurately label conversations and support tickets.
    • Support Customer Relations Lead in synthesizing issues for the broader engineering team. 
    • Flag priority support issues such as outages or bugs.

Requirements

 

    • Available M-W and can start shift in the early morning
    • Ability to multitask, prioritize and manage time effectively. Independent worker who can close tickets effectively without oversight and responds to feedback.
    • Strong writer and communicator: Can deliver a message effectively, and comprehend inquiries from different types of users. Kapwing has diverse user base of content creators including students, educators, artists, social media managers, and entrepreneurs. 
    • Empathetic and positive: Enjoys helping people with patience and persistence. Can defuse angry customers and understand their perspective.
    • Creative problem solver: Sometimes there might not be a straightforward solution. Help customers find what they need.
    • Analytical: Can identify the root cause of issues, detect similar problems across projects, and fix them.
    • No ego: There’s a lot we wish we could do but don’t have the time for. Must have the ability to put the product’s needs first, invite criticism, and embrace failure.
    • 0-1 years of experience in communications, customer support, or a user-facing roles
    • {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.