Vimeo Support Manager - Overnight

Remote - USA Brand Representatives
ModSquad provides on-demand digital engagement and works with the world’s coolest brands. We’re oriented around flexibility, people, and results.

We are looking for a support manager with great customer service experience, solid written communication skills and an enthusiastic attitude. We currently have an opportunity for a special person to join the remote support team at ModSquad, as a member of our Vimeo project management team. Vimeo is a leading online video platform.

Vimeo is a very unique project in that it’s many smaller projects that fit into a very collaborative (and giant!) canvas. The person for this role must not be afraid of humility, challenges, and must also be on a constant improvement mindset. 

This role for support agents entails answering Zendesk tickets and Live Chats from Vimeo customers inquiring about a vast array of issues and questions around the Vimeo product and platform. The support includes technical troubleshooting know-how, strong empathy and communication skills, knowledge of white gloves support, and ability to work well within a team. 

Over time, the Project Management role can grow into other responsibilities as well.

What you will do:

  • Act as the escalation point for the team and answering customer email support tickets
  • Support a group of very talented agents in customer service (more info on this below).
  • Recruiting, training, and performance management.
  • Oversee a team schedule to make sure all shifts are filled.
  • Perform weekly and daily quality and productivity checks for all Mods.
  • Collaborate with other members of Leadership on both the overall Vimeo project, and specific to our Tier 1 teams. 
  • Work with support agents and Vimeo Leads as an escalation point to troubleshoot issues and solve problems.
  • Work within our tools to ensure service levels are maintained. Additionally, working on ways to manage ticket channel compliance within the team (e.g. hour-by-hour checks).  
  • Communicate clearly and consistently to the team, other members of leadership, and upper managers of any changes, updates, or relevant information.
  • Promote team collaboration and inspire innovation amongst the team.
  • Work with data significantly to tell the story of what we are attempting to fix, address, or propose. Either on Vimeo as a whole, or specific to Vimeo T1 teams. 
  • Be proactive in addressing trends, issues, or suggestions.
  • Assist in Knowledgebase article and workflow creation/updates.
  • Assist in macro creation/updates, call scripting and workflows. 
  • Required Skills, Experience, and Work Mentality:

  • You have email customer support experience (and maybe a little obsessed with proper grammar, spelling and punctuation!)
  • You are familiar with Zendesk and Zendesk Management. (Zendesk Insights & Explore is a huge plus!) 
  • You understand ticket support and nuances of the ticket channel. 
  • Ability to provide coaching and guidance on ticket work. 
  • Able to support agents who will come across various emotions from customers.
  • You understand technical troubleshooting as it relates to video and web browser topics. 
  • You are a team player and can work well within a multi-tiered, multi-team setting.
  • Titles are unimportant to you - you have no problem jumping in as needed and are driven to improve the project. 
  • You are compassionate and empathetic while still holding support agents to exacting standards to ensure that they reach above their best! 
  • You aren’t afraid of being given directions daily but are also willing to share your ideas on how to improve things
  • You are highly data-driven and understand not only the importance of metrics but also how to interpret them. 
  • You are a proactive communicator - and can do so comfortably to both Mods, other (A)PMs, AMs, and the client.
  • You have a Kaizen mindset (“How can we make this better?”) at all times. 
  • Working hours and other details:

  • You can work Tuesday - Saturday between the hours of 7pm PST - 4am PST; 40 hours per week consistently. 
  • Ability to take calls and meetings in a quiet and distraction-free environment. 
  • Pay range to be discussed in the interview stages, competitive towards industry norms. 

  • 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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