Sr. Manager, Customer Support (India)

Job Description

Senior Manager, Customer Support

Vimeo is looking for an experienced leader who brings a strong mix of leadership, operational rigour, and intuition for business to help establish the vision and drive the execution of our Customer Support team.

You are passionate about customer experience, employee engagement and are expected to deliver world-class support for our customers, collaborating with global leaders and stakeholders. The ideal candidate will possess strong analytical, technical and programmatic know-how to thrive in a fast-paced environment and have a passion for supporting SaaS products.

• Manage a team of support managers, enterprise support specialists
• Staff and Manage a 24/7 team of Vimeo Support Specialists & Subject Matter experts
• Support global customers and users across multiple Vimeo products via phone, chat, email, web and social media channels
• Work in any of our 24/7 shifts, weekend on call and manage workforce planning to support global customers and users
• Ensure high quality, timely responses to support tickets handled by our globally-distributed team
• Expertly handle escalations from support team members, as well as internal escalations from other teams
• Produce internal and external documentation for product launches and updates, file and track known issues with Product/Engineering, and track, synthesize and report on customer insights related to their specialties.
• Lead strategies and communications during outages, “Standby support” events, and other high-impact incidents
• Be an advocate for our customers and our team in relevant Product, Engineering, and other cross-functional stakeholder meetings, partnering with key cross-functional peers to optimize processes for efficiency and impact
• Collaborate with both Support Operations and Systems and Technology teams to build and refine support tools and processes
• Create guidelines and policies based on evolving customer needs and Vimeo Enterprise developments
• Represent Support concerns across Solutions, Product, Engineering, and Sales/Account Management teams to anticipate impact of new clients, unusual seller requests, product launches, and bug fixes
• Develop comprehensive knowledge in a product area/Support vertical, as well as familiarity with cross-verticals
• Develop, monitor and track operational performance metrics to better identify, measure and improve opportunities in processes, tools and training
• Provide regular reports to senior leadership and company, including but not limited to weekly business reviews, Support snapshots, Support priorities for Product roadmap planning sessions
• Enable the team to scale to a rapidly growing and evolving platform
• Ideate, plan and implement automation initiatives to optimize customer support operations and enhance specialist productivity
• Analyze data analytics from customer reported issues to identify patterns
• Adhere and exceed operational KPI’s like CSAT, FR SLA and ticket resolution SLA’s etc

Skills and knowledge you should possess:

• B Tech / BE / MCA
• 10+ years of proven management experience in Product Support / Application Support / Technical Support or equivalent high performance operational support teams
• Excellent communication. Problem solving and leadership skills
• Experience in managing team of 2 or more support managers
• Setting OKR’s and managing annual performance reviews
• Excellent track record of Project/Program management related to customer support / operations / experience
• Experience working in IT organizations focused on supporting live streaming, OTT platforms, video production / hosting, conferencing tools, Video on Demand, Payment gateways
• Significant experience in video encoding or media with a strong understanding of live event and on-demand workflows for digital distribution
• Strong understanding of various audio and video containers/codecs used in professional and consumer environments
• Strong understanding of software products, services and support with solid working knowledge of web-based technologies (i.e. Javascript, HTTP, HTML, JSON, API, etc.).
• Hands-on experience with common Support tools (i.e., Zendesk, Jira, Confluence, etc.)
• Great instincts for how to represent Vimeo publicly

Vimeo (NASDAQ: VMEO) is the world’s leading all-in-one video software solution. Our platform enables any professional, team, and organization to unlock the power of video to create, collaborate and communicate. We proudly serve our growing community of over 260 million users — from creatives to entrepreneurs to the world’s 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 and global community. We’re proud to be an equal opportunity employer where diversity, equity, and inclusion is championed in how we build our products, develop our leaders, and strengthen our culture.

Learn more at www.vimeo.com

Learn more at www.vimeo.com/jobs