VIP Support Manager

Vimeo, New York, NY

High-quality tools for hosting, sharing, and streaming videos

Vimeo is home to the world's most awe-inspiring videos and an amazingly talented community of creative professionals. We're also one of the leading providers of video hosting services to enthusiasts, creatives, and businesses alike.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.

What you'll do:

  • 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 Vimeo 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 you should possess:

  • A college degree
  • Excellent written communication and interpersonal skills
  • Expert technical troubleshooting skills
  • Familiarity with the basics of web technology and curiosity to learn more about the intricacies of online video hosting and delivery
  • 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 us:

Vimeo empowers video creators to tell exceptional stories and connect with their audiences and communities. Home to more than 60 million members in over 150 countries, Vimeo is the world’s largest ad-free open video platform and provides powerful tools to host, share and sell videos in the highest quality possible. Founded in 2004 and based in New York City, Vimeo is an operating business of IAC (NASDAQ: IAC). Learn more at www.vimeo.com.

About Vimeo

Vimeo is the quality, open video platform for creative people around the world. Vimeo was founded in 2004 by filmmakers who wanted a fun, easy, uncluttered way to share their work and moments from their lives. We remain true to that mission by continually striving to help people with a wide range of passions share the things they create and care about. In everything we build for creators and their audiences, our goal is simple: make life worth watching. 

Want to learn more about Vimeo? Visit https://vimeo.com/