Vimeo is home to the world's most awe-inspiring videos and an amazing community of creative professionals and organizations! 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, embedding, using our apps, and our newest offerings, Create and Vimeo Record.
We are looking for someone with strong customer service sensibilities and a knack for technical troubleshooting to provide email-based support to customers with questions about using the Vimeo platform, as well as coordinate with our Engineering team to help address technical issues.
What you’ll do:
- Work with two other teammates to manage a queue of cases about the Vimeo platform, escalated from our remote Tier 1 and Tier 2 support 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 platform product challenges and feature requests
- Contribute to reports about recent platform 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
- A knack for investigating unexpected technical issues and determining the cause(s)
- Proactive attitude in approaching day to day work
- Great instincts for how to represent Vimeo publicly
- Experience in issue tracking and support ticketing systems is a plus
- Familiarity with Vimeo as a platform for hosting online video
Vimeo is the world’s leading all-in-one video software solution. Our platform enables any professional, team, and organization to unlock the power of video to create, collaborate and communicate. We proudly serve our growing community of over 200 million users — from creatives to entrepreneurs to the world’s largest companies.
Vimeo is headquartered in New York City with offices around the world. At Vimeo, we believe our impact is greatest when our workforce of over 650 passionate, dedicated people, represents our diverse and global community. We’re proud to be an equal opportunity employer where diversity, equity and inclusion is championed in how we build our products, develop our leaders, and strengthen our culture.
Learn more at www.vimeo.com
Learn more at www.vimeo.com/jobs