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Vimeo // platform for watching, uploading & sharing videos
New York City    Posted: Tuesday, September 14, 2021
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Were looking for a Knowledge Management Analyst to join our Customer Support Systems & Technology team to help scale the self-help experience for both our customers & our global support team. The ideal candidate is an exceptional writer with an innate ability to organize complex information into easily consumable & discoverable content, while also identifying & solving issues with existing support documentation.

This role will report to the Manager, Knowledge Management, & will collaborate with numerous teams across the organization to plan for product releases & audit existing materials. You will be encouraged to be innovative in improving our self-help experience as a whole as our team & business grow.

What youll do:

  • Work with support specialists, product managers, & other subject matter experts to write & maintain the articles in our help centers & the canned messages (aka macros) used by our email & chat support agents
  • Closely communicate with our support team to identify & remedy knowledge gaps in internal & external knowledge
  • Regularly audit & evaluate content for freshness & accuracy
  • Familiarity with common data points & benchmarks that drive content decisions
  • Contribute ideas to improving content strategy & the self-serve experience
  • Make sure that internal training documentation is updated with product releases

Skills & knowledge you should possess:

  • 3-5 years experience, ideally in a support role with some experience producing help documentation, working on internal knowledge bases, or writing support content (macros, canned replies, etc.)
  • Outstanding writer able to articulate insightful information to our external & internal stakeholders
  • Knowledge of Zendesk Support, Zendesk Guide (Help Center), & Confluence Cloud
  • Strong visual formatting sensibilities
  • Comfortable working independently & kicking off projects
  • Strong collaborator & clear communicator

Bonus points (nice skills to have, but not needed):

  • Experience with video products & terminology is a plus


About us:

Vimeo (NASDAQ: VMEO) is the worlds leading all-in-one video software solution. Our platform enables any professional, team, & organization to unlock the power of video to create, collaborate & communicate. We proudly serve our growing community of over 230 million users from creatives to entrepreneurs to the worlds largest companies.

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 & global community. Were proud to be an equal opportunity employer where diversity, equity & inclusion is championed in how we build our products, develop our leaders, & strengthen our culture.

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