Sr. Manager, Customer Support
Location
Bangalore | India
Job description
- Vimeo is looking for an experienced leader who brings a strong mix of leadership, operational rigor, and intuition for business to help establish the vision and drive the execution of our Customer Support team
- You will lead a group of Vimeo Enterprise team members who are responsible for handling support tickets and adhering to designated SLAs across channels (email, phone, chat, social)
- This team owns the client lifecycle in support, ensuring a best-in-class, white-glove experience for our clients
- They produce internal and external documentation for product launches and updates, file and track known issues with Product/Engineering, and track, synthesize and report on customer insights related to their specialties
- Based in India, and reporting to the Sr Director, Customer Support Delivery, you will come to the table with the technical and programmatic know-how to help in the development of a global, best-in-class B2B support function
What you'll do:
- Deliver excellent customer satisfaction and meet/exceed all operational and satisfaction targets.
- Build processes that proactively identify the need for intervention and reactively respond to situations requiring technical assistance.
- Conduct ticket reviews to help accelerate closure of support tickets and to identify ticket handling issues; provide feedback to specialists and management, as needed.
- Build a team and deliver against people goals, such as employee growth, retention, and satisfaction.
- Understand operational gaps and improvement opportunities via a data driven approach to drive and lead change
- Ensure team readiness for supporting new products and services.
- Measure, maintain and improve delivery processes to increase efficiency and customer experience.
- Lead in the planning, staffing, and management of productivity/quality of Vimeo s Enterprise Support Team along with other Enterprise Support leadership
- Provide regular employee coaching and on-going guidance to help employees achieve career development aspirations.
- Analyze data and surface insights from escalations to advocate on behalf of customers, drive decision making to improve products and processes, and drive long term customer and partner loyalty.
- Collaborate with global and cross functional management peers and teams and ensure global alignment
- Lead strategies and communications during outages, Standby support events, and other high-impact incidents
- Collaborate with both Support Operations and Systems and Technology teams to build and refine support tools and processes
- Create guidelines and policies based on evolving customer needs and Vimeo Enterprise developments
- Design and advocate for resources that will enable the team to scale to a rapidly growing and evolving platform
- Provide regular reports to senior leadership, weekly Support snapshots, Support priorities for Service Experience and Delivery roadmap planning sessions
- Represent Vimeo Enterprise Support concerns across Solutions, Product, Engineering, and Sales/Account Management teams to anticipate impact of new clients, unusual seller requests, product launches, and bug fixes
Skills and knowledge you should possess
- 8+ years of experience in technical support and 4+ years in managerial capacity running worldwide Frontline Support operations, Technical Support.
- 4+ years of experience managing 24x7 Frontline Support for a SaaS based company and growing teams of 20 or more direct reports.
- Has good experience with handling Frontline channels - Phones, Chats, Ticket Queues, Mailbox, Field and Customer escalations management.
- Excellent interpersonal skills; must be able to successfully interact with all levels of management (in-person and virtual) in order to achieve expected results.
- A strategic thinker, able to come up with out of the box solutions, while also having strong operational excellence skills to be able to drive strong execution of the team s vision and operational metrics.
- Strong, data driven problem resolution and decision-making skills.
- Proficient in stakeholder management
- Strong project and time management skills.
- Possess ability to lead, mentor, and direct the work of others
- Ability to work autonomously with internal and external technical teams to develop systems which satisfy workflow requirements while also meeting deadlines
- Must be a strong leader with the ability to attract, motivate, retain and develop people.
- Strong work ethic and ability to work in a dynamic environment.
- Hands-on experience with common Support tools (ie, Zendesk, Jira, Confluence, etc)
- Strong understanding of software products, services and support with solid working knowledge of web-based technologies (ie Javascript, HTML, JSON, API, etc).
- Experience in video encoding or media with a strong understanding of live events and on-demand workflows for digital distribution
Job tags
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