Vimeo
New York, NY
Remote

VP, Customer Support

| Greater NYC Area | Remote
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Vimeo is home to 175 million members, and we’ve built numbers of products that help businesses and professionals thrive with video. Our Customer Support team provides often highly technical assistance for all products at Vimeo, including both our self-serve users and Enterprise clients.

Reporting to the SVP of Enterprise & Customer Support, we are looking for a seasoned leader for our Support teams. The VP will oversee global operations of our 24x7 support teams who support users across all available Vimeo plans and platforms.

What you’ll do:
  • Run customer success teams at Vimeo, including Tier 2 technical support, Enterprise support, and outsourced Tier 1 support, a team of 100+
  • Strategically manage cross-functional relationships with leaders in Product, Engineering, Legal and Marketing to advocate for users and influence major product rollouts and long-term product roadmap
  • Handle large customer success operating budget, with a focus on reducing expenses and cost per ticket across teams while maintaining customer satisfaction ratings
  • Optimize support operations and systems across phone, chat, email, etc, and make workflow adjustments
  • Own relationship with outside vendors including provider of entire Tier 1 and Tier 0 support for the company
  • Act as communication lead during emergency issues, such as site outages, whenever they may occur and divert support resources to minimize SLA breaches
  • Oversee the performance of the entire support organization: CSAT rating (95%), Help Center (95% self-serve), and Tier 1 volume (90% of tickets)
Skills and knowledge you should possess:
  • Over 10 years of experience in a support management role; experience in a SaaS business preferred
  • Shown experience running large, multi-tiered support organizations, managing and mentoring people managers
  • Experience overseeing a 24/7 global outsourced or remote workforce
  • Ability to see the big picture while understanding how even the most obscure support process contributes to it
  • Proven track record of executing on ambitious goals to elevate the customer support experience
  • Excellent communication and interpersonal skills (i.e., diplomacy) with both customers and internal partners
  • Experience building executive relationships and driving/influencing change with large, complex organizations
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.

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Where we are

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.

Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • GolangLanguages
    • JavaLanguages
    • JavascriptLanguages
    • PHPLanguages
    • PythonLanguages
    • RubyLanguages
    • SwiftLanguages
    • GroovyLanguages
    • D3JSLibraries
    • FluxLibraries
    • ReactLibraries
    • ReduxLibraries
    • Node.jsFrameworks
    • Ruby on RailsFrameworks
    • TensorFlowFrameworks
    • TorchFrameworks
    • ElasticsearchFrameworks
    • WebpackFrameworks
    • Google AnalyticsAnalytics
    • MixpanelAnalytics
    • LocalyticsAnalytics
    • LookerAnalytics
    • IllustratorDesign
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    • PhotoshopDesign
    • SketchDesign
    • ConfluenceManagement
    • JIRAManagement
    • WordpressCMS
    • SalesforceCRM
    • MarketoLead Gen
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What are Vimeo Perks + Benefits

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Unconscious bias training
Diversity manifesto
Someone's primary function is managing the company’s diversity and inclusion initiatives
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Vimeo is 100% invested in our employees' future, and to show it we match 100% of pre-tax and Roth contributions, up to 10% of an employee’s annual gross pay. It's 100% awesome.
Company Equity
Stock options are awarded to all new employees in the form of Stock Appreciation Rights.
Performance Bonus
Match charitable contributions
Child Care & Parental Leave Benefits
Generous Parental Leave
Vimeo provides 16 weeks of fully-paid leave to birth parents and 12 weeks fully-paid leave for employees whose spouse or partner is the birth parent.
Flexible Work Schedule
Remote Work Program
Adoption Assistance
Vimeo provides 12 weeks fully-paid leave for employees who become adoptive parents, as well as $5,000 to spend on your bundle of joy.
Company sponsored family events
Take your kids to Vimeo day happens every June.
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Not only do we close the office on most national holidays, we also close at 1pm the preceding workday. You know, to give you a head start on chilling out.
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
People actually look forward to attending our quarterly company outing, as well as myriad team-building and hang-out events.
Free Daily Meals
We heart mornings: free breakfast Every. Day.
Stocked Kitchen
Unlimited snacks, coffee, tea and all of the flavored LaCroix you can handle.
Happy Hours
The beverage cart makes the rounds every Friday at 4:30 sharp. It's our favorite place to meet new Vimeans (hopefully that's you!)
Parking
We offer free temporary & permanent on-site garage parking (subject to availability).
Pet Friendly
Dogz for dayz on the first Friday of every month!
Fitness Subsidies
Hit the gym with discounted gym memberships across NYC & surrounding boroughs. If you prefer to break a sweat on your way to work, we’ve got you covered with on-site bike racks, showers, and lockers
Professional Development Benefits
Job Training & Conferences
You never have to stop learning: Every employee is eligible for up to $5,000 of professional development reimbursement per year.
Tuition Reimbursement
You never have to stop learning: Every employee is eligible for up to $5,000 of professional development reimbursement per year.
Diversity Program
Lunch and learns
Promote from within
Mentorship program
Continuing Education stipend

An Insider's view of Vimeo

What are some social events your company does?

Vimeo loves to break it down on the dance floor so it's tradition to make sure that happens! Events cater to a variety of interests and lets you try something new with your Vimeo family. From karaoke to channel your inner Celine, scavenger hunts for the adrenaline rush, to paint nights that let your creative genius shine - we do it all with loveo!

Tenniel

HR Manager

How do you collaborate with other teams in the company?

At Vimeo, collaboration is the driving force of our teams. From participating in team whiteboarding sessions to building cross-team projects during our annual Vimeo Jam hackathon, to grabbing coffee with someone new. Vimeo provides an environment that brings people together and sparks innovation and friendships throughout the company.

Tyler

Front-End Engineer

What makes someone successful on your team?

Vimeo’s mission has been focused on putting the user first. That makes our job on the support team very interesting and unique from any other company I’ve ever seen. We’re constantly thinking outside of any limitations of our work to make sure our users have the best and most consistent experience, and this makes our work so fulfilling.

Sara

Sr. Manager, Creator Tools

What unique initiatives do you have that encourage innovation?

We believe the best ideas come from anywhere. Our biggest product launches have come from Vimeo Jams (hackathons), Creator Lab experiments, contributing to open source protocols, engaging our community, and crowdsourcing across the company. Innovation isn’t a buzz word to us – it's how we push the boundaries of storytelling and empower creators.

Anjali

CEO

What’s the vibe like in the office?

From Staff Pick screenings to endless community events, there is always something to do at Vimeo. My favorite events are the ones organized by our various Employee Community Groups, which provide opportunities to expand our perspective, discover new skills, and connect with people across all departments. Vimeo truly makes you feel right at home.

Lenna

Technical Operations Associate

Vimeo Careers In NYC
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