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🤖 Closed by robot after apply link errored w/ code 200 2 years ago
\nVimeo’s Customer Support team is searching for a hardworking, passionate, and analytical Manager to oversee our global Billing Support efforts. The ideal candidate will thrive in a fast-paced environment and have a passion for inspiring others to do their best work through clarity of processes and execution. \n\nOur advanced platform and passionate customers are matched by an equally remarkable Support team who provide expert assistance on topics like video playback, compression, uploading, embedding, distribution, and using our apps.\n\nThis role will report directly to the Director of Self Serve Support, and will guide and oversee Vimeo’s Billing Support operations – with focus on coordinating our efforts across the globe, leading our US team of Billing escalations specialists, and collaborating closely with key partners across the company to ensure the highest quality support.\n\nWhat you’ll do:\n\n\nEnsure high quality, timely responses to Billing support-related tickets handled by our globally-distributed team across multiple channels, leveraging ticket performance data to guide recommendations and improvements\n\nAdvocate for our customers and our team in Billing-related Product and Engineering stakeholder meetings, partnering with our Support Product Manager and key cross-functional peers to optimize processes for efficiency and impact\n\nMotivate, educate, coach, and create engagement across our global team through standardization of Billing support knowledge and ticket handling, all while coordinating with regional delivery managers and subject matter experts\n\nDirectly manage and mentor a local team of Support Specialists who are responsible for:\n\nTackling escalated cases related to Billing across a few different product verticals\n\nResponding to users in a prompt and professional manner\n\nVetting and ticketing bugs reported by users and staff\n\nManaging documentation, specialized knowledge, and communications with key partners across other teams\n\nExpertly handle escalations from support team members, as well as internal escalations from other teams\n\nLeverage data to determine underlying trends, improve performance, help scale our efforts, and advocate for positive impact within our team and the company at large\n\n\n\n\nSkills and knowledge you should possess:\n\n\n7+ years in a support/customer service role, with at least 3+ years of experience managing a large and/or global team\n\nIntimate knowledge of payment processing platforms such as Stripe, Vindicia, Bluesnap, Zuora, or similar\n\nExpert technical troubleshooting skills\n\nExperience mentoring others\n\nExcellent written communication skills\n\nExperience and interest designing processes, procedures, and communication strategies\n\nBrilliant interpersonal (i.e., diplomacy) skills\n\nExperience using a bug tracking system and ticketing technical issues\n\nExperience with Zendesk or other ticketing systems a plus\n\n\n\n\n#LI-RS1 \n\n#Salary and compensation\n
No salary data published by company so we estimated salary based on similar jobs related to Customer Support, Executive and Video jobs that are similar:\n\n
$60,000 — $100,000/year\n
\n\n#Benefits\n
🌎 Distributed team\n\n
\n\n#Location\nNew York City, New York, United States
# How do you apply?\n\nThis job post has been closed by the poster, which means they probably have enough applicants now. Please do not apply.
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