Senior Operations Manager 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.

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. 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.