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Customer Support Manager (India)

1.00 to 10.00 Years   India   22 Mar, 2022
Vimeo
1 Jobs Openings
Job LocationIndia
EducationNot Mentioned
SalaryNot Mentioned
IndustryOther Business Support Services
Functional AreaNot Mentioned

Job Description

Manager, Customer SupportVimeo?s Customer Support organization is searching for a hardworking, passionate and analytical Manager, Customer Support focussed towards customers and their experience, employee experience and collaboration with global managers and stakeholders. The ideal candidate will thrive in a fast-paced environment and have a passion for supporting SaaS products.This role will report to the Director, Customer Support and work across the customer support team on initiatives that drive the best experience for customers of Self-Serve and Vimeo Enterprise. This includes supporting customers on all support channels.What you?ll do:

  • 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 oncall rota and manage workforce planning to support global customers and users
  • Work closely with Quality Assurance and Training department to coach, mentor, and develop individual specialists
  • Develop, monitor and track operational performance metrics to better identify, measure and improve opportunities in processes, tools and training
  • Build and sustain productive relationships with internal stakeholders and collaborate to continually refine the customer experience
  • 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 and work with product engineering teams to improve customer experience and retention
  • Adhere and exceed customer satisfaction targets and ticket resolution SLA?s, improve NPS
  • Assist sales and operation teams to up-sell / cross-sell
  • Work closely with global Vimeo Support leadership to help shape and implement our overall customer experience strategy
  • Be proactive, Investigate and resolve escalated customer issues, ensuring were adhering to our teams mission of building lasting relationships with our customers.
Skills and knowledge you should possess:
  • B Tech / BE / MCA
  • 5+ years of proven management experience in Product Support / Application Support / Technical Support or equivalent high performance operational support teams
  • Experience working in IT organizations focused on supporting live streaming, OTT platforms, video production / hosting, conferencing tools, Video on Demand, Payment gateways
  • Experience in managing team of 5 or more direct reports
  • Setting OKR?s and managing annual performance reviews
  • Excellent track record of Project/Program management related to customer support / operations / experience
  • Excellent communication. Problem solving and leadership skills
  • 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 260million 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.comLearn more at www.vimeo.com/jobs

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