CX Enablement Lead

Captions is the leading video AI company, building the future of video creation. Over 10 million creators and businesses have used Captions to create videos for social media, marketing, sales, and more. We're on a mission to serve the next billion.

We are a rapidly growing team of ambitious, experienced, and devoted engineers, researchers, designers, marketers, and operators based in NYC. You'll join an early team and have an outsized impact on the product and the company's culture.

We’re very fortunate to have some the best investors and entrepreneurs backing us, including Index Ventures (Series C lead), Kleiner Perkins (Series B lead), Sequoia Capital (Series A and Seed co-lead), Andreessen Horowitz (Series A and Seed co-lead), Uncommon Projects, Kevin Systrom, Mike Krieger, Lenny Rachitsky, Antoine Martin, Julie Zhuo, Ben Rubin, Jaren Glover, SVAngel, 20VC, Ludlow Ventures, Chapter One, and more.

Check out our latest financing milestone and some other coverage:

The Information: 50 Most Promising Startups

Fast Company: Next Big Things in Tech

The New York Times: When A.I. Bridged a Language Gap, They Fell in Love

Business Insider: 34 most promising AI startups

Time: The Best Inventions of 2024

** Please note that all of our roles will require you to be in-person at our NYC HQ (located in Union Square)

We do not work with third-party recruiting agencies, please do not contact us**

About this Role:

As a CX Enablement Manager, you will play a pivotal role in equipping the Customer Experience (CX) team—including Customer Support, Community, and Customer Success—with the resources, learning, and support they need to excel and grow in their roles. You will develop learning plans, measure skill development, and facilitate clear and consistent communication across CX. Additionally, you will optimize customer support operations, drive knowledge management, and build resources to enhance workflows and self-service capabilities. Working cross-functionally with Product, Engineering, and Marketing, you will ensure CX teams are well-prepared for new initiatives, feature launches, and evolving customer needs, enabling them to provide fast, effective, and empathetic support at scale.

What You’ll Do: 

Training & Development 

• Identify the knowledge and skills required for successful outcomes of CX roles, such as, Customer Support, Community, and Customer Success.

• Act as the point of contact and SME for onboarding new customers and agents

• Train and optimize Captions’ AI agent to provide accurate and helpful responses to customers.

• Collaborate across teams to gather essential information for delivering training and managing change for new app features and process updates.

Quality & Measurement 

• Develop metrics and key performance indicators (KPIs) to measure the effectiveness of enablement initiatives.

• Monitor and assess agent performance, identifying knowledge gaps, areas for improvement and implementing enhancements.

Knowledge Management

• Develop and maintain the customer-facing Help Center to support iOS, Android, and desktop apps, ensuring content is clear, accessible, and up-to-date.

• Organize and maintain internal documentation to support workflows for the Customer Experience team.

• Create and manage documentation tailored for enterprise clients and partners, ensuring clarity and usability for developers.

• Collaborate with cross-functional teams, including Product, Engineering, and Marketing to integrate app updates and major feature releases into documentation and training programs.

Preferred Qualifications

Experience & Expertise

• 3-5+ years of experience in Customer Experience (CX), Learning & Development, Knowledge Management, or a similar enablement-focused role.

• Experience designing and delivering training programs, including onboarding, ongoing education, and skill development initiatives.

• Familiarity with AI-driven customer support tools, chatbots, agents, and automation to optimize customer interactions.

Skills & Abilities

• Strong instructional design, facilitation, and communication skills, with experience developing training content for various learning styles and creating clear, concise documentation.

• Analytical mindset with experience measuring training effectiveness using KPIs, performance metrics, and feedback loops.

• Ability to manage multiple projects, prioritize tasks effectively, and work in a fast-paced, cross-functional environment.

• Experience working with knowledge base tools (e.g., Zendesk, Confluence, Notion) and learning management systems (LMS).

• Strong collaboration skills with the ability to work effectively with Product, Engineering, and Marketing teams.

• Prior experience training AI-driven customer support agents or implementing AI-powered CX tools is a plus!

Benefits:

• Comprehensive medical, dental, and vision plans

• 401K with employer match

• Commuter Benefits

• Catered lunch multiple days per week

• Dinner stipend every night if you're working late and want a bite!

• Doordash DashPass subscription

• Health & Wellness Perks (Talkspace, Kindbody, One Medical subscription, HealthAdvocate, Teladoc)

• Multiple team offsites per year with team events every month

• Generous PTO policy and flexible WFH days

Captions provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

Please note benefits apply to full time employees only.