Manager, Customer Support (India)

Manager, Customer Support

Vimeo’s Customer Support organization is searching for a hardworking, passionate and analytical Support Manager 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. 

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 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.
• 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.
• Work closely with Quality Assurance and Training department to coach, mentor, and develop individual specialists.
• 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.
• 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.
• Help ensure standardization of support knowledge across our global team by establishing documentation, processes, and workflows.
• Adhere and exceed operational KPI’s like CSAT, FR SLA and ticket resolution SLA’s etc.
• 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 we're adhering to our team's mission of building lasting relationships with our customers.

Skills and knowledge you should possess:

• B Tech / BE / MCA 
• 7+ 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