Support Delivery Manager at Vimeo

Vimeo is seeking a Support Delivery Manager to lead and inspire a team in Tel Aviv. The Support Delivery Manager will ensure customers receive high-quality support. This role is critical for customer satisfaction and scaling support operations effectively. They will report directly to the Global Director of Support Delivery. They will lead a talented team of support professionals, collaborate with cross-functional partners, and make a meaningful impact on both customers and the business.

The role involves:

• Resolving customer inquiries across various support channels.
• Monitoring team performance and identify areas for improvement.
• Managing and mentoring a team of support professionals.
• Conducting regular 1:1s to provide feedback.
• Evaluating and improving workflows.
• Collaborating with Engineering and Product teams.
• Acting as the point of contact for high-priority escalations.
• Collecting and analyzing data.
• Working closely with leadership to align support operations.

Requirements:

• 2-3 years of experience in a similar role.
• Strong leadership and mentoring skills.
• Excellent communication and collaboration skills.
• Analytical mindset with experience in data interpretation.
• Familiarity with support tools and systems like Jira and Zendesk.
• Ability to manage multiple priorities.
• A proactive, solutions-oriented approach.
• Experience with workforce management tools.
• Project management skills.
• Experience working with remote teams.

The role offers:

• The opportunity to lead a talented team of support professionals.
• Collaboration with cross-functional partners.
• The chance to make a meaningful impact on customers and the business.