Vimeo Manager Customer Insights Product Experience Support 

Israel, Tel Aviv District, Tel Aviv-Yafo 

220286250

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.

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