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Vimeo

👥 1001-5000💰 $300,000,000 Private about 4 years ago🫂 Last layoff about 2 years agoVideoVideo StreamingFile SharingSoftware
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Vimeo is a video software solutions provider that helps professionals, teams, and organizations unlock the power of video for creation, collaboration, and communication. With a community of over 260 million users, Vimeo offers an all-in-one platform for video-related needs.

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Jobs at this company:

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🔥 Manager, Customer Support (India)
Posted 14 days ago

🔍 Customer Support

  • 5+ years of management experience in Contact Center Operations, Customer Service/Technical Support, or similar high-performance teams.
  • Proven ability to manage and grow teams of 5+ direct reports, with strong leadership and mentoring skills.
  • Experience managing asynchronous and synchronous support channels, such as email, messaging, and phone.
  • Experience working with remote teams and fostering effective collaboration.
  • Strong project management skills, including planning, execution, and tracking of operational processes.
  • Analytical mindset with experience interpreting data to identify trends and drive improvements.
  • Proficiency with abilities like Jira, Zendesk, and workforce management platforms.
  • Excellent communication skills in English (B2 level or higher), with the ability to advocate for customers and the support team.
  • Ability to manage multiple priorities, maintain attention to detail, and ensure adherence to policies.
  • A proactive, solutions-oriented approach to problem-solving and process optimization.
  • Lead your team to efficiently resolve customer inquiries across various support channels, ensuring the team consistently meets service level agreements (SLAs), achieves high customer satisfaction (CSAT) scores, and maintains excellent quality standards.
  • Monitor team performance and identify areas for improvement in efficiency, quality, and customer satisfaction.
  • Proactively address emerging trends and challenges in customer support to ensure the team is equipped to provide exceptional service.
  • Manage and mentor a team of support professionals, currently around 10 individuals, each focused on different product areas within Vimeo. Ensure appropriate staffing, training, and development to meet support delivery goals.
  • Conduct regular 1:1s to provide feedback, monitor performance, and champion each team member's professional growth.
  • Foster a culture of accountability, collaboration, and continuous learning within the team.
  • Celebrate achievements and proactively address challenges to maintain high morale and engagement.
  • Continuously evaluate and improve workflows, tools, and processes to enhance team efficiency and scalability.
  • Collaborate with cross-functional teams to identify and implement automation opportunities that streamline support operations.
  • Take ownership of operational challenges and proactively implement solutions to improve team performance.
  • Collaborate with Engineering and Product teams to escalate critical issues, prioritize bug fixes, and advocate for solutions that improve the customer experience.
  • Act as the primary point of contact for high-priority escalations, ensuring timely resolution and clear communication with internal and external stakeholders.
  • Collect and analyze data related to team performance, ticket handling, and support delivery metrics (e.g., SLAs, CSAT, backlog health). Share actionable insights and regular reports with Support leadership to ensure operational goals are met and exceeded.
  • Work closely with leadership to align support operations with company objectives, ensuring the team contributes to customer retention, satisfaction, and overall business success.
Posted 14 days ago
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