The Vimeo OTT Support team is dedicated to making sure our sellers and their customers are getting the most out of Vimeo OTT by constantly providing a positive environment for growth and customer success. We work directly with the product, engineering, solutions, and finance teams to provide information to help steer product decisions as well as awareness and education around how new product features are to be used effectively. As a Vimeo OTT Billing Support Associate, you will support our sellers and their buyers in a variety of capacities, including troubleshooting payment issues, handling common billing-related requests from sellers and buyers, and being in constant communication with product, engineering, solutions, and finance teams to ensure issues are being resolved in a timely manner.

What you’ll do:

• Provide fast, efficient email support to our thousands of sellers and their millions of subscribers
• Fully understand the needs of starting and maintaining a successful video business
• Improve and expand on Zendesk macros and support workflows
• Contribute to documentation for sellers, buyers, and internal knowledge bases
• Handle common escalations from tier 1 and tier 2 support agents from our Buyer Support team
• Handle escalations and common cases for all sellers on OTT
• Help sellers understand their payouts and transactions and work with the finance and product teams to resolve inconsistencies
• Communicate, scale process, and work effectively with the solutions team to offer the best support possible to all tiers of our sellers
• Become an expert in the interface and tools of our payment processor, Stripe, to resolve common support requests from OTT buyers and sellers, including:
• Sending receipts and VAT invoices, processing tax exemptions and refunds, handling blocked charges
• Investigating billing bugs and errors that need to be escalated to Stripe for further troubleshooting
• Proactively searching for Stripe verification issues 
• Regularly monitor chargebacks and provide defense, including:
• Reviewing all current chargebacks and submitting evidence through the payment processor (Stripe) interface
• Replying via email to support inquiries related to disputes
• Cancelling auto-renewal on subscriptions that have been disputed
• Gathering insights and making recommendations on how to reduce chargebacks and improve our handling of disputes

Skills & knowledge you should possess:

• Stellar product expertise
• Excellent written communication skills
• Customer service experience and a refined philosophical approach for maintaining customer relationships
• Creative and proactive stance towards problem solving
• Outstanding instincts for how to represent Vimeo publicly
• Maintain cooperative and productive relationships with internal teams
• Approaches interactions with empathy 
• Familiarity with banks and payment processors

About us:

Vimeo is the world’s leading professional video platform and community. We empower over 175 million users — from creatives to entrepreneurs to the world’s largest brands — to grow their business with video. Our products make it easy to create high-quality, impactful videos and to reach teams, audiences and customers anywhere. 

Vimeo is powered by a growing team of over 600 passionate, dedicated humans. We’re headquartered in New York City with offices around the world. We believe our impact is greatest when our workforce represents the diverse and global community that we serve, and we’re proud to be an equal opportunity employer where diversity, equity and inclusion is prioritized in how we build our products, leaders and culture. Learn more at www.vimeo.com/jobs.