Posted 22 Mar 2022, 6:10 am

Customer Support Billing Support Manager at Vimeo

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Vimeo’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.

Our 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.

This 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.

What you’ll do:

  • Ensure 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
  • Advocate 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
  • Motivate, 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
  • Directly manage and mentor a local team of Support Specialists who are responsible for:
  • Tackling escalated cases related to Billing across a few different product verticals
  • Responding to users in a prompt and professional manner
  • Vetting and ticketing bugs reported by users and staff
  • Managing documentation, specialized knowledge, and communications with key partners across other teams
  • Expertly handle escalations from support team members, as well as internal escalations from other teams
  • Leverage data to determine underlying trends, improve performance, help scale our efforts, and advocate for positive impact within our team and the company at large

Skills and knowledge you should possess:

  • 7+ years in a support/customer service role, with at least 3+ years of experience managing a large and/or global team
  • Intimate knowledge of payment processing platforms such as Stripe, Vindicia, Bluesnap, Zuora, or similar
  • Expert technical troubleshooting skills
  • Experience mentoring others
  • Excellent written communication skills
  • Experience and interest designing processes, procedures, and communication strategies
  • Brilliant interpersonal (i.e., diplomacy) skills
  • Experience using a bug tracking system and ticketing technical issues
  • Experience with Zendesk or other ticketing systems a plus

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Source: Remote Ok