Director, Vimeo Core Support

| Greater NYC Area
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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 for all products on Vimeo.com. 

We are looking for an exceptionally smart and special leader for the Vimeo Core Support Team, who will be responsible for managing the in-house Tier 2 and outsourced Tier 1 teams that support all of our Vimeo Basic, Plus, Pro, and Business members. 

This role reports to the Sr. Director of Community + Support.

What you’ll do:

  • Manage Tier 2 technical support team leads and specialists who are responsible for:
    • Tackling cases about creator tools, video delivery, and the API escalated from our outsourced Tier 1 support team
    • Vetting and ticketing bugs reported by users and staff
    • Tracking feedback about pain points and feature requests in their support specialty
    • Meeting weekly with product managers and developers to review bugs prioritized from a Community perspective
    • Attending Product meetings to remain aware of upcoming features and prepare Vimeo Core support team to effectively handle them
  • Strategically manage the cross-functional relationships with leaders in Product, Engineering and Marketing to advocate for users and influence major product rollouts and the product roadmap
  • Collaborate with the support operations team to make support workflow adjustments
  • Collaborate with the Heads of Vimeo OTT and Vimeo Live support to make sure best practices and learnings are being leveraged across the entire support organizaiton
  • Manage the relationship with our outsourcing vendor that employs our entire Tier 1 support team, which includes:
    • Meeting weekly with the vendor’s program leads about performance metrics and workforce management for the Tier 1 support team
    • Maintaining the seamless communication paths between the Tier 1 and Tier 2 support teams about product launches, new bugs, and adjustments to support processes
    • Analyzing trends in Vimeo Core support to ensure work is distributed efficiently between the Tier 1 and Tier 2 teams 
  • Oversee the performance of the entire Vimeo Core support organization, including:
    • Maintaining or improving Vimeo Core support’s current 95% CSAT rating
    • Maintaining or improving Vimeo Core support’s current 95% Help Center self-service rate
    • Maintaining or increasing the 90% share of tickets handled entirely by the Tier 1 support team
  • Act as communication lead during emergency issues, such as site outages, whenever they may occur and divert support resources to minimize SLA breaches

Skills & knowledge you should possess:

  • You have over 5 years in a support management role, ideally at a SaaS company
  • You’re a seasoned people manager and have managed and mentored other people managers
  • You’ve directly overseen an outsourced or remote workforce, preferably a 24/7 one
  • You see the big picture while also knowing how the most obscure support process contributes to it
  • You have a proven track record of executing on ambitious goals to elevate the customer support experience
  • You have excellent written communication and interpersonal (i.e., diplomacy) skills

About us:

At Vimeo, our mission is to empower video creators to tell exceptional stories and connect with their audiences and communities. Home to more than 90 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.


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Location

Vimeo is home to a highly ambitious, super innovative, and lovingly hilarious team. Come find us working hard and laughing loads at our HQ in Chelsea.

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