Manager, Customer SupportVimeo’s Customer Support organization is searching for a hardworking, passionate and analytical Support Manager focussed towards customers and their experience, employee experience and collaboration with global managers and stakeholders. The ideal candidate will thrive in a fast-paced environment and have a passion for supporting SaaS products.

This role will report to the Director, Customer Support and work across the customer support team on initiatives that drive the best experience for customers.

What you’ll do:

• Lead and manage a team of customer support specialists, fostering a positive, collaborative, and high-performing work environment.
• Staff and Manage a 24/7 team of Vimeo Support Specialists.
• Support global customers and users across multiple Vimeo products via phone, chat, email, web and social media channels
• Work in any of our 24/7 shifts, weekend oncall and manage workforce planning to support global customers and users
• Adhere and exceed team’s operational KPI’s like CSAT, FR SLA and ticket resolution SLA’s etc
• Ensure high quality, timely responses to support tickets handled by our globally-distributed team
• Recruit, hire, and onboard new customer support specialists.
• Monitor agent performance metrics such as ticket handling time, resolution rates, and customer satisfaction scores, and identify areas for improvement.
• Coach, mentor, and train customer support specialists to ensure they have the skills and knowledge to effectively resolve customer inquiries.
• Motivate and empower customer support specialists to take ownership of their work and continuously improve their performance.
• Develop and implement customer support strategies and initiatives that drive customer satisfaction and loyalty.
• Provide constructive feedback and recognize achievements to keep specialists engaged and build a strong team culture.
• Schedule and conduct regular team meetings to discuss performance, address challenges, share best practices, and keep specialists informed.
• Address specialists concerns and work to resolve any issues that may be impacting their performance or morale.
• Ensure adherence to company policies and procedures by providing ongoing guidance and support to customer support specialists.
• Expertly handle escalations from support team members, as well as internal escalations from other teams 
• Advocate for our customers and our team in relevant Product, Engineering, and other cross-functional stakeholder meetings, partnering with key cross-functional peers to optimize processes for efficiency and impact
• Work closely with Quality Assurance and Training department to coach, mentor, and develop individual specialists
• Develop comprehensive knowledge in a product area/Support vertical, as well as familiarity with cross-verticals
• Build and sustain productive relationships with internal stakeholders and collaborate to continually refine the customer experience

Skills and knowledge you should possess:

• B Tech / BE / MCA 
• 3+ years of proven management experience in Product Support / Application Support / Technical Support or equivalent high performance operational support teams
• Excellent communication, interpersonal, and problem-solving skills.
• Strong analytical skills with the ability to identify trends and develop data-driven solutions.
• Experience working in IT organizations focused on supporting live streaming, OTT platforms, video production / hosting, conferencing tools, Video on Demand, Payment gateways
• Experience in managing team of 5 or more direct reports
• Excellent track record of Project/Program management related to customer support / operations / experience
• Excellent communication. Problem-solving and leadership skills
• Great instincts for how to represent Vimeo publicly. 

About Us:

Vimeo (NASDAQ: VMEO) is the world's most innovative video experience platform. We enable anyone to create high-quality video experiences to better connect and bring ideas to life. We proudly serve our community of millions of users – from creative storytellers to globally distributed teams at the world's largest companies – whose videos receive billions of views each month. Learn more at www.vimeo.com.   Vimeo is headquartered in New York City with offices around the world. At Vimeo, we believe our impact is greatest when our workforce of 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.