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, OregonAbout 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 emailLearning various areas of the Vimeo platform and business. Troubleshooting video playback issuesSupporting account access for all level accounts (Basic, Plus, PRO, Premium, and Business)Helping with billing and purchasesWalking someone through uploading and downloading a videoEducating users of privacy settingsIdentifying 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 happyHaving virtual coffee with us
What you’d be doing for your team:Liaising between client contact and support team membersLeading monthly one on one meetingsDeveloping well-rounded metrics for success and using these to help your team grow professionallyCreating documentation & reporting of performance metricsWorking with members of the team to set and reach career goalsWorking with other members of leadership
What we’re looking for:At least 2 years of experience in a customer support leadership rolePrevious technical support experience required, at least 2-4 years’ experience in a virtual help desk environmentExperience managing other leads or managersExperience collaborating amongst various types of leadership membersAmazing written English communication skills. Internet savvy and computer literateComfortable with customer support concepts like macros and templatesExcellent attention to detail and ability to recognize patterns and solve problemsGreat people skills and a desire to learn new thingsTons of empathy, kindness, and the ability to advocate for team membersThe ability to identify team member strengths and weaknessesHigh school diploma, or the equivalent knowledge and experience is required, some college preferredKnowledge of help desk softwareNotable skills with the written word. (Important enough that we mentioned it twice!)Able to collaborate with others and work effectively in a virtual environmentCandidates 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 WiFiOur salaries are competitive for our industryYou get a computer and all kinds of software tools for making your work time productive and enjoyableOur clients are awesome and so are the people that use their productsWe live in a never-ending stream of meme references and animated GIFs
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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