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 are looking for someone with strong customer service sensibilities and a knack for technical troubleshooting to provide email-based support to customers with issues using the Vimeo platform and ticket bugs with precision for our engineers to fix.
What you'll do:
Manage a queue of cases about Creator Tools escalated from our remote teams
Respond to users in a prompt and professional manner
Vet and ticket bugs reported by users and staff
Assist in documenting troubleshooting procedures for technically complex site features
Track feedback about Creator Tools pain points and feature requests
Contribute to reports about recent Creator Tools product launches
Be a fantastic liaison for Community team when collaborating with internal teams
Skills & knowledge you should possess:
2+ years in a support or community management role
Excellent written communication skills
Customer service experience and a refined philosophical approach for maintaining customer relationships
You have a knack for investigating issues with the site when it’s not working as expected, and determining the cause of those issues
Great instincts for how to represent Vimeo publicly
Experience in bug vetting and ticketing systems is a plus
Familiarity with Vimeo as a platform for hosting online video
Vimeo empowers video creators to tell exceptional stories and connect with their audiences and communities. Home to more than 60 million members in over 150 countries, Vimeo is the world’s largest ad-free open video platform and provides powerful tools to host, share and sell videos in the highest quality possible. Founded in 2004 and based in New York City, Vimeo is an operating business of IAC (NASDAQ: IAC). Learn more at www.vimeo.com.