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.
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