Vimeo is home to the world's most awe-inspiring videos and an amazingly talented community of creative professionals. We're also one of the leading providers of video hosting services to enthusiasts, creatives, and businesses alike.
Our advanced platform and passionate members are matched by an equally remarkable Support + Community team who provide expert assistance on topics like video playback, compression, uploading, and embedding.
We're looking for a highly-organized communications expert with strong customer service sensibilities to provide email-based support to customers with billing or subscriptions issues. This includes deftly communicating with users about financial matters, ticketing bugs with precision for our engineers, and identifying and highlighting any friction in the billing and subscription process for our product team to address.
What you'll do:
Establish policies for supporting Vimeo's paid hosting subscriptions (Vimeo Plus, Vimeo PRO, and Vimeo Business) and any customer issues pertaining to billing (taxes, refunds, credit card errors, etc.)
Manage billing and subscriptions ticket escalations from other team members
Troubleshoot and ticket technical billing and subscription issues
Work with the product team to decide priority on all open billing and subscription bugs and feature requests
Report on trends in billing and subscription support (e.g. refund reasons)
Be a fantastic liaison for Community team when collaborating with internal teams
Skills & knowledge you should possess:
Stellar product expertise
Excellent written communication skills
Customer service experience and a refined philosophical approach for maintaining customer relationships
Great instincts for how to represent Vimeo publicly
Maintain cooperative and productive relationships with internal teams
At Vimeo, our mission is to empower video creators to tell exceptional stories and connect with their audiences and communities. Home to more than 80 million members in over 150 countries, Vimeo is the world’s largest ad-free open video platform, providing powerful tools to host, share and sell videos in the highest quality possible.
We work hard to enable creators of all kinds to succeed, and to that end, we prioritize attracting diverse talent and cultivating an inclusive environment that encourages collaboration and creativity. We’re committed to building a company and a community where people thrive by being themselves and are inspired to do their best work every day.
Vimeo is based in New York City, with additional offices in Europe and India. Vimeo is an operating business of IAC (NASDAQ: IAC). Learn more at www.vimeo.com.