Vimeo is hiring a

VIP Support Manager

New York, United States

Vimeo is a leading online video platform with more than 160 million visitors per month. We provide an expansive, high-end toolset for video creators, creative professionals, and businesses, as well as a world class video player.

Our advanced platform and passionate members are matched by an equally remarkable Support + Community team who provide expert assistance on topics like video playback, compression, uploading, and embedding.

As the name implies, our VIP Support Team represents the very best the Vimeo Support Team has to offer. A VIP Support Manager is a top tier client service agent with excellent written and verbal communication skills, razor sharp troubleshooting skills, and deep product expertise. As a member of the VIP Team, you'll be called upon to provide amazing support to Vimeo's paying members across all areas of the platform.

RESPONSIBILITIES

  • Ensure that members of Vimeo’s top tier products are receiving prompt, professional, mind-blowing customer service (including phone support as needed)
  • Train HQ and remote support teams to properly handle first responses and after-hours inquiries for VIP users
  • Work with the Community Operations team to improve and expand Zendesk workflows for VIP support
  • Troubleshoot and report technical issues specific to Vimeo Business features (multi-seat access, email capture, etc.)
  • Help prospective customers understand the benefits of Business compared to other Vimeo products and/or other video hosting services
  • Handle support escalations pertaining to Vimeo Business, selling on Vimeo On Demand, and custom storage needs
  • Create user-facing help content (e.g., FAQs and canned messages) and internal training documents pertaining to Vimeo Business and Vimeo On Demand
  • Prepare monthly reports on trends related to business support (e.g., common topics, pain points, and feature requests) as well as emerging use cases
  • Assist VIP members who want to build custom Vimeo API integrations to determine what is and is not possible
  • Coordinate with other internal teams (API, Vimeo On Demand, etc.) to support VIP users as needed
  • Surface relevant enterprise and partner leads to contacts on the Emerging Business team
  • Act as Community Team product liaison and user advocate for Business product initiatives

 

SKILLS & KNOWLEDGE REQUIRED

  • A college degree
  • Excellent written communication and interpersonal skills
  • Expert technical troubleshooting skills
  • Familiarity with the basics of web technology
  • 2+ years of experience in customer support (the more the better)
  • Proactive and highly organized approach to work
  • Familiarity with the Vimeo platform and community

 

ABOUT THE COMMUNITY TEAM

Vimeo’s Community team is responsible for making sure that the amazing humans who use our website are happy, supported, and engaged. Community team members maintain our Help Center, manage the Community Forums, host Weekend Challenge video contests, and provide expert product and technical support via email and social media. They’re also advocates for the community within the company. They spend all day interacting with Vimeans directly, so they’re the experts on what our members love about Vimeo and what features they’d like to see in the future.

ABOUT US:

Vimeo’s mission is to empower creators to make, share and sell amazing videos directly to viewers worldwide, in the highest quality possible and with no interruptive advertising. Vimeo is home to the world’s leading video creators and the hundreds of millions of viewers who love them. We’d love to welcome you to both our team, and our community.

Founded in 2004 and based in New York City, Vimeo, Inc is an operating business of IAC (NASDAQ: IACI).