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.
As the name implies, our VIP Support Team represents the very best the Vimeo Support Team has to offer. A VIP Support Manager is a top tier client service agent with excellent written and verbal communication skills, razor sharp troubleshooting skills, and deep product expertise. As a member of the VIP Team, you'll be called upon to provide amazing support to Vimeo's paying members across all areas of the platform.
What you'll do:
Ensure that members of Vimeo’s top tier products are receiving prompt, professional, mind-blowing customer service (including phone support as needed)
Train HQ and remote support teams to properly handle first responses and after-hours inquiries for VIP users
Work with the Community Operations team to improve and expand Zendesk workflows for VIP support
Troubleshoot and report technical issues specific to Vimeo Business features (multi-seat access, email capture, etc.)
Help prospective customers understand the benefits of Vimeo Business compared to other Vimeo products and/or other video hosting services
Handle support escalations pertaining to Vimeo Business, selling on Vimeo On Demand, and custom storage needs
Create user-facing help content (e.g., FAQs and canned messages) and internal training documents pertaining to Vimeo Business and Vimeo On Demand
Prepare monthly reports on trends related to business support (e.g., common topics, pain points, and feature requests) as well as emerging use cases
Assist VIP members who want to build custom Vimeo API integrations to determine what is and is not possible
Coordinate with other internal teams (API, Vimeo On Demand, etc.) to support VIP users as needed
Surface relevant enterprise and partner leads to contacts on the Emerging Business team
Act as Community Team product liaison and user advocate for Business product initiatives
Skills & knowledge you should possess:
A college degree
Excellent written communication and interpersonal skills
Expert technical troubleshooting skills
Familiarity with the basics of web technology and curiosity to learn more about the intricacies of online video hosting and delivery
2+ years of experience in customer support (the more the better)
Proactive and highly organized approach to work
Familiarity with the Vimeo platform and community
Founded in 2004 and based in New York City, Vimeo, LLC is an operating business of IAC (NASDAQ: IACI).