Customer Support Billing Support Manager

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

LI-RS1

Salary and compensation

No salary data published by company so we estimated salary based on similar jobs related to Customer Support and Executive jobs that are similar:

$55,000 — $87,500/year

Location

New York City, New York, United States