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Make multimedia with fast, accessible, collaborative tools

Customer Relations Lead

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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 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.

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

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