Vice President, Customer Support
VP, Customer Support
- New York, NY or Remote
Vimeo is home to 175 million members, and we’ve built numbers of products that help businesses and professionals thrive with video. Our Customer Support team provides often highly technical assistance for all products at Vimeo, including both our self-serve users and Enterprise clients.
Reporting to the SVP of Enterprise & Customer Support, we are looking for a seasoned leader for our Support teams. The VP will oversee global operations of our 24×7 support teams who support users across all available Vimeo plans and platforms.
What you’ll do:
- Run customer success teams at Vimeo, including Tier 2 technical support, Enterprise support, and outsourced Tier 1 support, a team of 100+
- Strategically manage cross-functional relationships with leaders in Product, Engineering, Legal and Marketing to advocate for users and influence major product rollouts and long-term product roadmap
- Handle large customer success operating budget, with a focus on reducing expenses and cost per ticket across teams while maintaining customer satisfaction ratings
- Optimize support operations and systems across phone, chat, email, etc, and make workflow adjustments
- Own relationship with outside vendors including provider of entire Tier 1 and Tier 0 support for the company
- Act as communication lead during emergency issues, such as site outages, whenever they may occur and divert support resources to minimize SLA breaches
- Oversee the performance of the entire support organization: CSAT rating (95%), Help Center (95% self-serve), and Tier 1 volume (90% of tickets)
Skills and knowledge you should possess:
- Over 10 years of experience in a support management role; experience in a SaaS business preferred
- Shown experience running large, multi-tiered support organizations, managing and mentoring people managers
- Experience overseeing a 24/7 global outsourced or remote workforce
- Ability to see the big picture while understanding how even the most obscure support process contributes to it
- Proven track record of executing on ambitious goals to elevate the customer support experience
- Excellent communication and interpersonal skills (i.e., diplomacy) with both customers and internal partners
- Experience building executive relationships and driving/influencing change with large, complex organizations
Vimeo is the world’s leading professional video platform and community. With over 175 million members across more than 150 countries, we help anyone grow their business by making it easy to create and market high-quality, impactful videos. Vimeo is headquartered in New York City with offices around the world, and is an operating business of IAC.
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