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
Vimeo’s mission is to empower creators to make, share and sell amazing videos directly to viewers worldwide, in the highest quality possible and with no interruptive advertising. Vimeo is home to the world’s leading video creators and the hundreds of millions of viewers who love them. We’d love to welcome you to both our team, and our community.
Founded in 2004 and based in New York City, Vimeo, LLC is an operating business of IAC (NASDAQ: IACI).