CX Enablement Lead, Customer Support

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 the role:

Captions is looking for a CX Enablement Lead to join our Customer Experience team. In this role, you’ll build and scale the systems, training programs, and documentation that power our Support team—enabling both human and AI agents to operate with consistency, accuracy, and confidence. You’ll be the connective tissue between Customer Experience, Product, and Engineering, ensuring that every release, process update, and policy change is understood, adopted, and well-documented.

You’ll be a core member of the Customer Experience organization, embedded within the Customer Support team, and will collaborate closely with stakeholders across CX, Product, and Engineering. This is a highly visible and foundational role that will shape how we scale support, onboard new team members, and maintain exceptional service quality.

Key Responsibilities:

Change Management & Cross-Functional Collaboration

• Act as the primary liaison between CX, Product, and Engineering to ensure smooth communication and rollout of product changes

• Coordinate the implementation of new tools, features, and processes across the CX org with clear enablement plans

• Lead change management efforts to ensure updates are adopted effectively and consistently

• Align enablement initiatives with broader company goals to reduce friction and drive clarity

Documentation & Knowledge Management

• Own and maintain all customer-facing content, including the Help Center, changelog, and API reference

• Manage internal resources like macros and SOPs to support fast, accurate, and consistent support experiences

• Track and triage feature requests from Support, ensuring they inform product and documentation priorities

• Partner with Product and Engineering to ensure documentation accurately reflects the product lifecycle

Training & Enablement (Internal & External)

• Design and deliver training programs for human and AI support agents, including onboarding and continued education

• Translate product updates into internal training, customer-facing help content, and enablement sessions

• Build and manage Captions University, a self-paced onboarding program for new CX team members

• Deliver engaging workshops, recorded sessions, and other educational content for both internal teams and external customers

Requirements:

• 5+ years in Enablement, Learning & Development, or Customer Experience Operations, ideally in a B2B SaaS environment

• Deep familiarity with AI tools and automation—AI should be a core part of how you work and think, both professionally and personally

• Strong communication skills with the ability to work effectively across Product, Engineering, and CX

• Understanding of product development lifecycles and ability to translate complex changes into clear training or documentation

• Experience managing customer-facing knowledge bases, internal macros, and support SOPs

• Proven success designing and scaling onboarding and training programs

• Highly organized, self-motivated, and comfortable managing multiple priorities

• Passionate about teaching others

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

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.