Vimeo is home to the world's most awe-inspiring videos & an amazingly vibrant community of creative professionals. We're also one of the leading providers of video hosting services to enthusiasts, creatives, & businesses alike.
Our advanced platform & passionate members are matched by an equally remarkable Support + Community team who provide experienced assistance on topics like video playback, compression, uploading, & embedding.
We're looking for a highly-organized communications specialist with strong customer service sensibilities to help support our customers with billing or subscriptions issues. This includes deftly communicating over email with users about financial matters, ticketing bugs with precision for our engineers, & identifying & highlighting any friction in the billing & subscription process for our product team to address.
What you'll do:
- Establish & update policies for supporting Vimeo's paid hosting subscriptions (Vimeo Plus, Vimeo PRO, & Vimeo Business) & any customer issues pertaining to billing (taxes, refunds, credit card errors, etc.)
- Handle billing & subscriptions ticket issues from other team members
- Troubleshoot, ticket, & follow up on technical billing & subscription issues
- Work with the product team to decide priority on all open billing & subscription bugs & feature requests
- Report on trends in billing & subscription support (e.g. refund reasons)
- Be an excellent liaison for Community team when collaborating with other teams
Skills & knowledge you should possess:
- Stellar product expertise
- Excellent written communication skills
- Customer service experience & a refined philosophical approach for maintaining customer relationships
- Outstanding instincts for how to represent Vimeo publicly
- Maintain collaborative & positive relationships with internal teams
Vimeo is the worlds leading professional video platform & community. With over 175 million members across more than 150 countries, we help anyone grow their business by making it easy to create & market high-quality, impactful videos.
We work hard to enable creators of all kinds to succeed, & to that end, we prioritize attracting diverse talent & cultivating an inclusive environment that encourages collaboration & creativity. Were committed to building a company & a community where people thrive by being themselves & are inspired to do their best work every day.
Vimeo is headquartered in New York City with offices around the world, & is an operating business of IAC. Learn more at www.vimeo.com.