Manager, Customer Support (India)

Support Delivery Manager

At Vimeo, we’re passionate about delivering exceptional customer experiences and ensuring our users receive the highest quality of support. We’re looking for a Support Delivery Manager to lead and inspire a team of support professionals, ensuring timely, high-quality responses to customer inquiries while driving operational efficiency and team growth. This role is critical in maintaining our high standards of customer satisfaction and ensuring our support operations scale effectively as Vimeo continues to grow.

We believe in championing the customer by putting their needs at the center of everything we do, chasing excellence in every interaction, and owning it by taking responsibility for outcomes. If you’re someone who thrives on collaboration, believes in the power of we, and thinks in 10x to drive innovation and impact, this is the role for you.

Work Schedule:

This is a remote position that requires availability for rotational shifts to support our 24/7 "follow-the-sun" support model.

What You’ll Do:

Deliver Outstanding Support Operations:

• Lead your team to efficiently resolve customer inquiries across various support channels, ensuring the team consistently meets service level agreements (SLAs), achieves high customer satisfaction (CSAT) scores, and maintains excellent quality standards.
• Monitor team performance and identify areas for improvement in efficiency, quality, and customer satisfaction.
• Proactively address emerging trends and challenges in customer support to ensure the team is equipped to provide exceptional service.

Lead and Develop Your Team:

• Manage and mentor a team of support professionals, currently around 10 individuals, each focused on different product areas within Vimeo. Ensure appropriate staffing, training, and development to meet support delivery goals.
• Conduct regular 1:1s to provide feedback, monitor performance, and champion each team member's professional growth.
• Foster a culture of accountability, collaboration, and continuous learning within the team.
• Celebrate achievements and proactively address challenges to maintain high morale and engagement.

Drive Operational Excellence:

• Continuously evaluate and improve workflows, tools, and processes to enhance team efficiency and scalability.
• Collaborate with cross-functional teams to identify and implement automation opportunities that streamline support operations.
• Take ownership of operational challenges and proactively implement solutions to improve team performance.
• Collaborate with Engineering and Product teams to escalate critical issues, prioritize bug fixes, and advocate for solutions that improve the customer experience.

Handle Escalations with Expertise:

• Act as the primary point of contact for high-priority escalations, ensuring timely resolution and clear communication with internal and external stakeholders.

Analyze and Deliver Operational Insights:

• Collect and analyze data related to team performance, ticket handling, and support delivery metrics (e.g., SLAs, CSAT, backlog health). Share actionable insights and regular reports with Support leadership to ensure operational goals are met and exceeded.

Align Support with Business Goals:

• Work closely with leadership to align support operations with company objectives, ensuring the team contributes to customer retention, satisfaction, and overall business success.

What We’re Looking For:

• A Bachelor's degree or JD is required.
• 5+ years of management experience in Contact Center Operations, Customer Service/Technical Support, or similar high-performance teams.
• Proven ability to manage and grow teams of 5+ direct reports, with strong leadership and mentoring skills.
• Experience managing asynchronous and synchronous support channels, such as email, messaging, and phone.
• Experience working with remote teams and fostering effective collaboration.
• Strong project management skills, including planning, execution, and tracking of operational processes.
• Analytical mindset with experience interpreting data to identify trends and drive improvements.
• Proficiency with abilities like Jira, Zendesk, and workforce management platforms.
• Excellent communication skills in English (B2 level or higher), with the ability to advocate for customers and the support team.
• Ability to manage multiple priorities, maintain attention to detail, and ensure adherence to policies.
• A proactive, solutions-oriented approach to problem-solving and process optimization.
• Alignment with Vimeo’s principles: Champion the Customer, Chase Excellence, Own It, Say It, Believe in the Power of We, and Think in 10x.

Nice to Have:

• Technical understanding of live streaming technologies: This includes familiarity with protocols like RTMP, HLS, WebRTC, encoding/decoding processes, CDNs (Content Delivery Networks), and common live streaming platforms (e.g., Vimeo Live, Twitch, YouTube Live).
• Knowledge of video platforms and their architecture: Understanding of video hosting, transcoding, delivery, playback, and related technologies (e.g., video codecs, players, streaming protocols). Familiarity with platforms like Vimeo, YouTube, and Wistia is a plus.
• Experience with SaaS environments: This includes understanding of cloud-based software delivery, subscription models, API integrations, and common SaaS metrics (e.g., churn rate, customer lifetime value)

Why Join Us?

Human expression is the most powerful force for change, and video is the most powerful medium for expression. Our workforce has one goal: to help people express themselves. As a Support Delivery Manager, you’ll play a key role in ensuring our customers have the best possible experience with our platform. You'll report directly to the Global Director of Support Delivery and have the opportunity to lead a talented team of support professionals (currently around 10 individuals), each specializing in different areas of Vimeo's product suite, collaborate with cross-functional partners, and make a meaningful impact on both our customers and our business.

We’re a highly collaborative team that celebrates successes together and supports each other through challenges. We believe in thinking big (10x) to drive innovation, owning our work to deliver results, and chasing excellence in everything we do. We value work-life balance and strive to create a supportive environment where employees can thrive both personally and professionally.