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Make multimedia with fast, accessible, collaborative tools

Customer Relations Specialist

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We're looking for someone to join Kapwing’s Operations team as our first Customer Support Specialist. This position is a full-time role 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.
- Some experience in a service job or customer-facing role.
- {Preferred} An interest in music, video, entertainment, and social media
- {Preferred} Experience at a software or product development company

Meet your team

People you would work with in this role

Eric Lu

Avatar for Eric Lu
Co-founder / CTO at @Kapwing. Previously APM @Google