VP, Customer Support
Greater NYC Area
1 day ago
Manage 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.
Manage 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 provide 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).