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Vimeo // platform for watching, uploading & sharing videos
 
New York City    Posted: Friday, October 02, 2020
 
   
 
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JOB DETAILS
 

The Vimeo OTT Support team is dedicated to making sure our sellers & their customers are getting the most out of Vimeo OTT by constantly providing a positive environment for growth & customer success. We work directly with the product, engineering, solutions, & finance teams to provide information to help steer product decisions as well as awareness & education around how new product features are to be used effectively. As a Vimeo OTT Billing Support Associate, you will support our sellers & their buyers in a variety of capacities, including troubleshooting payment issues, handling common billing-related requests from sellers & buyers, & being in constant communication with product, engineering, solutions, & finance teams to ensure issues are being resolved in a timely manner.

What youll do:

  • Provide fast, efficient email support to our thousands of sellers & their millions of subscribers
  • Fully understand the needs of starting & maintaining a successful video business
  • Improve & expand on Zendesk macros & support workflows
  • Contribute to documentation for sellers, buyers, & internal knowledge bases
  • Handle common escalations from tier 1 & tier 2 support agents from our Buyer Support team
  • Handle escalations & common cases for all sellers on OTT
  • Help sellers understand their payouts & transactions & work with the finance & product teams to resolve inconsistencies
  • Communicate, scale process, & work effectively with the solutions team to offer the best support possible to all tiers of our sellers
  • Become an expert in the interface & tools of our payment processor, Stripe, to resolve common support requests from OTT buyers & sellers, including:
    • Sending receipts & VAT invoices, processing tax exemptions & refunds, handling blocked charges
    • Investigating billing bugs & errors that need to be escalated to Stripe for further troubleshooting
    • Proactively searching for Stripe verification issues 
  • Regularly monitor chargebacks & provide defense, including:
    • Reviewing all current chargebacks & submitting evidence through the payment processor (Stripe) interface
    • Replying via email to support inquiries related to disputes
    • Cancelling auto-renewal on subscriptions that have been disputed
    • Gathering insights & making recommendations on how to reduce chargebacks & improve our handling of disputes

Skills & knowledge you should possess:

  • Stellar product expertise
  • Excellent written communication skills
  • Customer service experience & a refined philosophical approach for maintaining customer relationships
  • Creative & proactive stance towards problem solving
  • Outstanding instincts for how to represent Vimeo publicly
  • Maintain cooperative & productive relationships with internal teams
  • Approaches interactions with empathy 
  • Familiarity with banks & payment processors

About us:

Vimeo is the worlds leading professional video platform & community. We empower over 175 million users from creatives to entrepreneurs to the worlds largest brands to grow their business with video. Our products make it easy to create high-quality, impactful videos & to reach teams, audiences & customers anywhere. 

Vimeo is powered by a growing team of over 600 passionate, dedicated humans. Were headquartered in New York City with offices around the world. We believe our impact is greatest when our workforce represents the diverse & global community that we serve, & were proud to be an equal opportunity employer where diversity, equity & inclusion is prioritized in how we build our products, leaders & culture. Learn more at www.vimeo.com/jobs.

 
 
 
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