Vimeo is home to 175 million members, & weve built numbers of products that help businesses & professionals thrive with video. Our Customer Support team provides expert, & often highly technical, assistance for all products at Vimeo, including both our self-serve users & Enterprise clients.
Reporting to the SVP of Enterprise & Customer Support, we are looking for a seasoned leader for our Customer Support teams. The VP will oversee global operations of our 24x7 support teams who supportusers across all available Vimeo plans & platforms, including Tier 2 technical support, Enterprise support, Trust & Safety, & our outsourced Tier 1 support teams,.
What youll do:
- Manage customer success teams at Vimeo, including Tier 2 technical support, Enterprise support, & outsourced Tier 1 support, a team of 100+
- Strategically manage cross-functional relationships with leaders in Product, Engineering, Legal & Marketing to advocate for users & influence major product rollouts & long-term product roadmap
- Manage large customer success operating budget, with a focus on reducing expenses & cost per ticket across teams while maintaining customer satisfaction ratings
- Optimize support operations & systems across phone, chat, email, etc, & make workflow adjustments
- Own relationship with outside vendors including provide of entire Tier 1 & Tier 0 support for the company
- Act as communication lead during emergency issues, such as site outages, whenever they may occur & divert support resources to minimize SLA breaches
- Oversee the performance of the entire support organization: CSAT rating (95%), Help Center (95% self-serve), & Tier 1 volume (90% of tickets)
Skills & knowledge you should possess:
- Over 10 years of experience in a support management role; experience in a SaaS business preferred
- Proven experience managing large, multi-tiered support organizations, managing & mentoring people managers
- Experience overseeing a 24/7 global outsourced or remote workforce
- Ability to see the big picture while understanding how even the most obscure support process contributes to it
- Proven track record of executing on ambitious goals to elevate the customer support experience
- Excellent communication & interpersonal skills (i.e., diplomacy) with both customers & internal stakeholders
- Experience building executive relationships & driving/influencing change with large, complex organizations
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.