Vimeo Manager Customer Insights Product Experience Support 

Israel, Tel Aviv District, Tel Aviv-Yafo 

220286250

What you’ll do:

• Team Leadership & Development: Directly manage and mentor a team of Support Product Leads, fostering their development as subject matter experts and effective liaisons between CSSE and the Product and ENG teams.
• Customer Insights and Advocacy: Develop and implement a robust system for gathering, analyzing, and reporting on product-specific customer feedback, pain points, technical issues, and feature requests.
  *Alternative/addition
  *Alternative/addition:
• Service & Product Readiness: Collaborate with Product Management, Engineering, Marketing, and other teams to enhance and evolve the internal readiness process to ensure timely access and updates to relevant product knowledge for Support teams, facilitating their ability to support customers effectively.
• Operational Excellence:
• Maintain and enhance knowledge management systems that centralize product information and best practices for Support teams.
• Define and track key metrics that demonstrate the impact of your team's insights and readiness efforts on customer satisfaction and support efficiency.

Skills and knowledge you should possess:

• 2+ years of experience leading a customer support or other customer facing teams (of 4+ members), with a demonstrated track record of data analysis, insights generation, and cross-functional collaboration.
• Strong understanding of customer support operations and processes, with a passion for enhancing the customer and agent experience.
• Proficiency in data manipulation and visualization tools such as Tableau and Zendesk Explore.
• Experience with VOC (Voice of Customer) methodologies: Knowledge of survey design, focus group techniques, or similar structured approaches.
• Effective presentation and storytelling skills to communicate complex concepts to various stakeholders.
• Experience working with Zendesk, and other Support tools - a big plus