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Vimeo // platform for watching, uploading & sharing videos
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Vimeos Customer Support team is searching for a hardworking, technical, passionate, & analytical independent contributor to oversee our Support efforts as a Support Specialist II. The ideal candidate will thrive in a fast-paced environment & have a passion for deep-diving into technical troubleshooting & providing the highest quality responses to incoming user questions.This role will report to a Customer Support Manager/ Senior Manager & will contribute directly to Vimeos Support efforts with focus on troubleshooting & responding to escalated issues, contributing towards insights reporting, & collaborating with teammates to ensure the highest quality support.

What youll do:

  • Deliver high quality, timely responses to support tickets submitted by customers
  • Collaborate with Support teammates around the globe to help manage ticket queues & troubleshoot issues reported by users as well as staff
  • Contribute to support-related documentation, processes, & workflows 
  • Assist in tracking & reporting on customer pain points, feature requests, & other feedback to be shared with Product & Engineering stakeholders
  • Become an expert in all things Vimeo so that you can effortlessly translate complicated technical concepts into direct & effective terms for customers to understand
  • Run point on outages or other severe issues, updating our public-facing status page & updating the global Support team as there are developments

Skills & knowledge you should possess: 

  • 2+ years in a support/customer service role/experience & a passion for archiving the highest level of customer satisfaction
  • Familiarity with video technology & other technical concepts & processes
  • Excellent written & spoken english communication skills
  • A knack for investigating unexpected technical issues & determining the cause(s)
  • Ability to support our global customer base in a 24/7/365 environment
  • A quick learner, that thrives in a fast paced, high energy environment
  • Experience in a omni-channel support organization, providing support via tickets, phone & chat
  • Experience with Zendesk or other ticketing systems a plus

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 260 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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