Knowledge Manager, Customer Support

As a Knowledge Manager at Captions, your key responsibilities include maintaining the Help Center to support our iOS, Android, and desktop applications, ensuring that content is clear, accessible, and up-to-date. Additionally, you will create and manage API documentation for enterprise clients and partners, maintain a comprehensive changelog of feature releases, and collaborate with product and marketing teams for major feature announcements. You will also train Captions' AI agents to ensure they provide accurate customer responses and organize internal documentation for various teams to align with business goals.

To apply for the Knowledge Manager position at Captions, you should have at least 6 years of experience in similar roles managing customer-facing help centers, API references, and internal documentation. A strong technical background is essential, particularly with APIs and tools like Postman, as well as experience with documentation management tools such as Mintlify or Notion. Strong technical writing skills and the ability to work cross-functionally with teams are also required, along with a passion for learning and helping others understand technology.

Captions fosters a collaborative culture that values innovation and open communication. As a Knowledge Manager, you’ll work closely with a passionate team of engineers, marketers, and designers who are all aligned in making video creation accessible to everyone. Your contributions will directly impact the company’s resources and how effectively our customers use our products. This supportive environment allows for individual creativity while collectively striving towards common goals, making it an exciting place to grow professionally.

Captions is committed to the professional growth of its employees, including Knowledge Managers. With ongoing opportunities to be involved in training, workshops, and collaborative projects, you’ll be encouraged to refine your skills and expand your knowledge continuously. We also organize team events and off-site activities that facilitate networking and learning from peers, enabling you to stay at the forefront of the industry while enhancing your expertise.

The Knowledge Manager position at Captions requires in-person attendance at our NYC headquarters, located in Union Square. While there may be some flexibility in work arrangements, the role is designed to promote collaboration and engagement with your team members and other departments, making in-person presence a vital aspect of this position.

When answering this question, share specific examples of documentation systems you've managed, detailing your approach to organization, accessibility, and maintenance. Highlight any documentation tools you've utilized and how you've worked to ensure clarity and usability of the content for both customers and internal teams.

In responding to this question, describe your process for breaking down complex concepts into digestible pieces. You might mention your use of visuals, structured examples, or step-by-step guides to enhance understanding. Focus on demonstrating your empathy towards the end-user's perspective and your commitment to achieving clarity in your writing.

Explain your strategies for ensuring documentation remains current, such as creating a schedule for regular reviews, working closely with product teams for updates on features, and utilizing feedback from users to improve existing content. Mention how you prioritize and manage multiple documentation needs to maintain accuracy.

Discuss methods you employ to assess documentation effectiveness, like tracking user feedback, monitoring FAQs and usage statistics, and conducting usability tests. Emphasize how you analyze this data to make informed decisions for continuous improvement of the documentation.

Share any instances where you have trained new employees or customers in utilizing documentation effectively. It's useful to illustrate your training approach, whether it's conducting workshops, one-on-one sessions, or creating tutorial videos, and emphasize the importance of empowering users through thorough training.

When discussing collaboration, provide examples of how you've partnered with various teams like engineering, product management, or customer support. Highlight how effective communication and understanding different team needs lead to well-aligned documentation that serves the company's goals.

In your response, detail your experience with API documentation, including specific tools and methods you've used to write or maintain such content. Emphasize your understanding of technical aspects and how you ensure clarity for developers and non-technical users alike.

Discuss your proactive approach to keeping abreast of industry trends, whether through reading relevant publications, participating in webinars, or engaging with professional networks. Highlight how these interactions enhance your documentation practices and support your role.

Convey your recognition of the critical role user feedback plays in shaping documentation. Discuss how you actively solicit feedback, analyze responses, and implement changes based on users' experiences and needs, demonstrating your commitment to creating valuable resources.

It's essential to convey your enthusiasm for Captions' mission and innovative technology. Highlight specific reasons such as the company's impact on video creation, the opportunity to work with an accomplished team, or your desire to contribute to improving user experience directly. Make sure your answer reflects genuine interest and aligns with the values of the company.