Sr. Manager, Customer Support

Vimeo is looking for an experienced leader who brings a strong mix of leadership, operational rigor, and intuition for business to help establish the vision and drive the execution of our Customer Support team.

You will lead a group of Vimeo Enterprise team members who are responsible for handling support tickets and adhering to designated SLAs across channels (email, phone, chat, social). This team owns the client lifecycle in support, ensuring a best-in-class, white-glove experience for our clients. They produce internal and external documentation for product launches and updates, file and track known issues with Product/Engineering, and track, synthesize and report on customer insights related to their specialties.

Based in India, and reporting to the Sr. Director, Customer Support Delivery, you will come to the table with the technical and programmatic know-how to help in the development of a global, best-in-class B2B support function!

What you'll do:

• Deliver excellent customer satisfaction and meet/exceed all operational and satisfaction targets.
• Build processes that proactively identify the need for intervention and reactively respond to situations requiring technical assistance.
• Conduct ticket reviews to help accelerate closure of support tickets and to identify ticket handling issues; provide feedback to specialists and management, as needed.
• Build a team and deliver against people goals, such as employee growth, retention, and satisfaction.
• Understand operational gaps and improvement opportunities via a data driven approach to drive and lead change
• Ensure team readiness for supporting new products and services.
• Measure, maintain and improve delivery processes to increase efficiency and customer experience.
• Lead in the planning, staffing, and management of productivity/quality of Vimeo’s Enterprise Support Team along with other Enterprise Support leadership
• Provide regular employee coaching and on-going guidance to help employees achieve career development aspirations.
• Analyze data and surface insights from escalations to advocate on behalf of customers, drive decision making to improve products and processes, and drive long term customer and partner loyalty.
• Collaborate with global and cross functional management peers and teams and ensure global alignment
• Lead strategies and communications during outages, “Standby support” events, and other high-impact incidents
• Collaborate with both Support Operations and Systems and Technology teams to build and refine support tools and processes
• Create guidelines and policies based on evolving customer needs and Vimeo Enterprise developments
• Design and advocate for resources that will enable the team to scale to a rapidly growing and evolving platform
• Provide regular reports to senior leadership, weekly Support snapshots, Support priorities for Service Experience and Delivery roadmap planning sessions
• Represent Vimeo Enterprise Support concerns across Solutions, Product, Engineering, and Sales/Account Management teams to anticipate impact of new clients, unusual seller requests, product launches, and bug fixes

Skills and knowledge you should possess:

• 8+ years of experience in technical support and 4+ years in managerial capacity running worldwide Frontline Support operations, Technical Support.
• 4+ years of experience managing 24x7 Frontline Support for a SaaS based company and growing teams of 20 or more direct reports. 
• Has good experience with handling Frontline channels - Phones, Chats, Ticket Queues, Mailbox, Field and Customer escalations management.  
• Excellent interpersonal skills; must be able to successfully interact with all levels of management (in-person and virtual) in order to achieve expected results.
• A strategic thinker, able to come up with out of the box solutions, while also having strong operational excellence skills to be able to drive strong execution of the team’s vision and operational metrics.
• Strong, data driven problem resolution and decision-making skills.
• Proficient in stakeholder management 
• Strong project and time management skills.
• Possess ability to lead, mentor, and direct the work of others
• Ability to work autonomously with internal and external technical teams to develop systems which satisfy workflow requirements while also meeting deadlines
• Must be a strong leader with the ability to attract, motivate, retain and develop people.
• Strong work ethic and ability to work in a dynamic environment.
• Hands-on experience with common Support tools (i.e., Zendesk, Jira, Confluence, etc.)
• Strong understanding of software products, services and support with solid working knowledge of web-based technologies (i.e. Javascript, HTTP, HTML, JSON, API, etc.).
• Experience in video encoding or media with a strong understanding of live events and on-demand workflows for digital distribution.

About Us:

Vimeo (NASDAQ:VMEO) is the world’s most innovative video experience platform. We enable anyone to create high-quality video experiences to connect better and bring ideas to life. We proudly serve our growing community of nearly 300 million users — from creative storytellers to globally distributed teams at the world’s largest companies. 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.