Support Specialist, Vimeo
French/German Speaker
$53.1-81.5k
All-in-one video experience platform
Job no longer available
All-in-one video experience platform
1001+ employees
Job no longer available
$53.1-81.5k
1001+ employees
Company mission
Vimeo's mission is to empower video creators to tell exceptional stories, and connect with their audiences and communities.
Role
Who you are
- . The ideal candidate possesses native proficiency in French and German, along with fluency in English, will thrive in a fast-paced environment and have a passion for deep-diving into technical troubleshooting and providing the highest quality responses to incoming user questions
- Minimum of 2+ years in a support/customer service role/experience and a passion for achieving the highest level of customer satisfaction
- Proficient with video or live streaming technology and other technical concepts and processes
- Excellent written and spoken communication skills in French and German as well as English
- A knack for investigating unexpected technical issues and determining the cause(s)
- Ability to support our global customer base in a 24/7/365 environment
- A quick learner who thrives in a fast-paced, high-energy environment
- Experience in a omni-channel support organization, providing support via tickets, phone and chat
- Proactive mindset in approaching day to day work
- Experience with Zendesk or other ticketing systems is a plus
What the job involves
- Join Vimeo’s Customer Support team as a Support Specialist II, where you will play a crucial role in our expanding language support initiative
- This role will report to a Customer Support Manager/ Senior Manager and will contribute directly to Vimeo’s Support efforts – with a focus on troubleshooting and responding to escalated issues, contributing towards insights reporting, and collaborating with teammates to ensure the highest quality support
- Deliver high-quality, timely responses to support tickets received via email, phone or chat
- Focuses on resolving complex issues in various product areas, requiring highly customized responses and advanced troubleshooting skills
- Collaborate with Support teammates around the globe to help manage ticket queues and troubleshoot issues reported by users as well as staff
- Utilize and contribute to support-related documentation, processes, and workflows
- Provide DESS (Dedicated Enterprise Support Specialists) services to our Platinum customers to ensure customer expectations and satisfaction are met
- Assist in tracking and reporting on customer pain points, feature requests, and other feedback to be shared with Product and Engineering stakeholders
- Be an expert in all things Vimeo so that you can effortlessly translate complicated technical concepts into direct and effective terms for customers to understand
- Continuously update your knowledge with product developments, policy changes, known issues, and user feedback
- Run point on outages or other severe issues, updating our public-facing status page and updating the global Support team as there are developments
- Other projects as assigned
Our take
Vimeo was founded by filmmakers who wanted an efficient way to share videos with others. It is more creator-oriented than YouTube, with professional software, technology, and tools for creators to produce, share, and sell their videos.
In 2007, it became the first online video sharing site to support HD playback for consumers, updating to 4K playback in 2016. Vimeo's app has also been updated to allow recording and live streaming as well as watching video. This service is aimed predominantly at enterprise customers although they have millions of small-time users too.
Vimeo has risen to become the world's biggest ad-free open video platform, with significant funding that has allowed it to expand operations and build up the business. Recently, however, the company has found itself struck by the effects of the economic downturn felt by much of the industry, and has been forced to reduce its workforce - a step taken to ensure it comes out of this rough time "a stronger company". On top of this, it received a hefty fine for failure to remove copyrighted content back in 2019, after losing an appeal against the initial ruling.
In 2024, Vimeo is rumoured to be in the process of acquisition by leading mobile app developer Bending Spoons, which could signify a major shift in the tech landscape.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
-9% employee growth in 12 months
Company
Funding (2 rounds)
Jan 2021
$300m
GROWTH EQUITY VC
Nov 2020
$150m
GROWTH EQUITY VC
Total funding: $450m
Company benefits
- Unlimited paid time off
- Medical and dental
- Daily breakfast, plus snacks and drinks aplenty
- Company outings and events
- Tuition reimbursement
- Company equity
- Company-matched charitable donations
- Parental leave and adoption assistance
- Company-matched 401k
Company HQ
Midtown South, New York, NY
Leadership
Adam Gross
(Interim CEO)Currently Board Member at Buildkite. Previously Chair of the Board of Directors at Democracy Works and the CEO of Salesforce.
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