Community Support Sr Team Lead

Portland, OR Brand Representatives
ModSquad is a company that provides on demand digital engagement. We work with the world’s coolest brands, and we’re oriented around flexibility, people, and results. 

We are looking for community support experts with great customer service experience and an enthusiastic attitude. We currently have an opportunity for a special person to join the support team for Vimeo, a leading online video platform. We are currently looking for someone who has experience managing other team leads, but is also prepared to work alongside them, to lead a team of ModSquad/Vimeo support experts who engage and support the Vimeo community day in and day out.

Responsibilities include providing ticket support through Zendesk to assist customers that use the Vimeo platform, identifying and improving on issues and trends, and overall working to make our customers happy. 

The Job:

  • This is a remote, full time position for someone residing within the US. Preference goes to those living in Portland, Oregon
  • About half of your time would be spent providing excellent customer service to Vimeo members, and half will be spent supervising and mentoring other agents and leads
  • What you’d be doing for support:

  • Answering tech support and customer service questions by email
  • Learning various areas of the Vimeo platform and business. Troubleshooting video playback issues
  • Supporting account access for all level accounts (Basic, Plus, PRO, Premium, and Business)
  • Helping with billing and purchases
  • Walking someone through uploading and downloading a video
  • Educating users of privacy settings
  • Identifying recurring customer issues, helping to solve them, and escalating them to others for review.  
  • Writing customer response templates and online help documentation. 
  • Making customers very happy
  • Having virtual coffee with us
  • What you’d be doing for your team:

  • Liaising between client contact and support team members
  • Leading monthly one on one meetings
  • Developing well-rounded metrics for success and using these to help your team grow professionally
  • Creating documentation & reporting of performance metrics
  • Working with members of the team to set and reach career goals
  • Working with other members of leadership
  • What we’re looking for:

  • At least 2 years of experience in a customer support leadership role
  • Previous technical support experience required, at least 2-4 years’ experience in a virtual help desk environment
  • Experience managing other leads or managers
  • Experience collaborating amongst various types of leadership members
  • Amazing written English communication skills. Internet savvy and computer literate
  • Comfortable with customer support concepts like macros and templates
  • Excellent attention to detail and ability to recognize patterns and solve problems
  • Great people skills and a desire to learn new things
  • Tons of empathy, kindness, and the ability to advocate for team members
  • The ability to identify team member strengths and weaknesses
  • High school diploma, or the equivalent knowledge and experience is required, some college preferred
  • Knowledge of help desk software
  • Notable skills with the written word. (Important enough that we mentioned it twice!)
  • Able to collaborate with others and work effectively in a virtual environment
  • Candidates interested in a long-term position are preferred
  • Some of the best things about being on our team:

  • You can work from your home, a coffee shop, by the pool, or pretty much anywhere you can find WiFi
  • Our salaries are competitive for our industry
  • You get a computer and all kinds of software tools for making your work time productive and enjoyable
  • Our clients are awesome and so are the people that use their products
  • We live in a never-ending stream of meme references and animated GIFs

  • Modsquad

    ModSquad is a company that provides on demand digital engagement. ModSquad works with the world’s coolest brands, and we’re oriented around flexibility, people, and results.

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