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Vimeo Manager Customer Support 
India, Karnataka, Bengaluru 
152932081

14.07.2024

What you’ll do:

  • Lead and manage a team of customer support specialists, fostering a positive, collaborative, and high-performing work environment.
  • Staff and Manage a 24/7 team of Vimeo Support Specialists.
  • 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
  • Adhere and exceed team’s operational KPI’s like CSAT, FR SLA and ticket resolution SLA’s etc
  • Ensure high quality, timely responses to support tickets handled by our globally-distributed team
  • Recruit, hire, and onboard new customer support specialists.
  • Monitor agent performance metrics such as ticket handling time, resolution rates, and customer satisfaction scores, and identify areas for improvement.
  • Coach, mentor, and train customer support specialists to ensure they have the skills and knowledge to effectively resolve customer inquiries.
  • Motivate and empower customer support specialists to take ownership of their work and continuously improve their performance.
  • Develop and implement customer support strategies and initiatives that drive customer satisfaction and loyalty.
  • Provide constructive feedback and recognize achievements to keep specialists engaged and build a strong team culture.
  • Schedule and conduct regular team meetings to discuss performance, address challenges, share best practices, and keep specialists informed.
  • Address specialists concerns and work to resolve any issues that may be impacting their performance or morale.
  • Ensure adherence to company policies and procedures by providing ongoing guidance and support to customer support specialists.
  • 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
  • Build and sustain productive relationships with internal stakeholders and collaborate to continually refine the customer experience

Skills and knowledge you should possess:

  • B Tech / BE / MCA
  • 3+ years of proven management experience in Product Support / Application Support / Technical Support or equivalent high performance operational support teams
  • Excellent communication, interpersonal, and problem-solving skills.
  • Strong analytical skills with the ability to identify trends and develop data-driven solutions.
  • 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
  • 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.