Support Delivery Manager

Support Delivery Manager
Tel Aviv, Israel

At Vimeo, we’re passionate about delivering exceptional customer experiences and ensuring our users receive the highest quality of support. We’re looking for a Support Delivery Manager to lead and inspire a team of support professionals, ensuring timely, high-quality responses to customer inquiries while driving operational efficiency and team growth. This role is critical in maintaining our high standards of customer satisfaction and ensuring our support operations scale effectively as Vimeo continues to grow.

We believe in championing the customer by putting their needs at the center of everything we do, chasing excellence in every interaction, and owning it by taking responsibility for outcomes. If you’re someone who thrives on collaboration, believes in the power of we, and thinks in 10x to drive innovation and impact, this is the role for you.

Work Schedule:

This is a hybrid position that offers the flexibility to work remotely with a requirement to be in our Tel Aviv office one day per week. General work hours are Sunday-Thursday, 9:00 AM to 6:00 PM. Occasional flexibility may be required to accommodate meetings with our global team.

Deliver Outstanding Support Operations:

• Lead your team to efficiently resolve customer inquiries across various support channels, ensuring the team consistently meets service level agreements (SLAs), achieves high customer satisfaction (CSAT) scores, and maintains excellent quality standards.
• Monitor team performance and identify areas for improvement in efficiency, quality, and customer satisfaction.
• Proactively address emerging trends and challenges in customer support to ensure the team is equipped to provide exceptional service.

Lead and Develop Your Team:

• Manage and mentor a team of support professionals, currently around 10 individuals, each focused on different product areas within Vimeo. Ensure appropriate staffing, training, and development to meet support delivery goals.
• Conduct regular 1:1s to provide feedback, monitor performance, and champion each team member's professional growth.
• Foster a culture of accountability, collaboration, and continuous learning within the team.
• Celebrate achievements and proactively address challenges to maintain high morale and engagement.

Drive Operational Excellence:

• Continuously evaluate and improve workflows, tools, and processes to enhance team efficiency and scalability.
• Collaborate with cross-functional teams to identify and implement automation opportunities that streamline support operations.
• Take ownership of operational challenges and proactively implement solutions to improve team performance.
• Collaborate with Engineering and Product teams to escalate critical issues, prioritize bug fixes, and advocate for solutions that improve the customer experience.

Handle Escalations with Expertise:

• Act as the primary point of contact for high-priority escalations, ensuring timely resolution and clear communication with internal and external stakeholders.

Analyze and Deliver Operational Insights:

• Collect and analyze data related to team performance, ticket handling, and support delivery metrics (e.g., SLAs, CSAT, backlog health). Share actionable insights and regular reports with Support leadership to ensure operational goals are met and exceeded.

Align Support with Business Goals:

• Work closely with leadership to align support operations with company objectives, ensuring the team contributes to customer retention, satisfaction, and overall business success.

What We’re Looking For:

• 2-3 years of experience in a similar role, managing support teams and driving operational excellence across various support channels, including ticketing systems, phone, chat, and messaging platforms.
• Strong leadership and mentoring skills, with a proven ability to manage and develop individual contributors.
• Excellent communication and collaboration skills, with the ability to advocate for customers and the support team in cross-functional settings.
• Analytical mindset with experience pulling and interpreting data to identify trends, report insights, and drive improvements.
• Familiarity with support tools and systems, such as Jira and Zendesk, and a strong understanding of issue tracking and escalation processes.
• Ability to manage multiple priorities, maintain attention to detail, and ensure adherence to policies and processes.
• A proactive, solutions-oriented approach to problem-solving and process optimization.
• Experience with workforce management tools (e.g., scheduling software, performance monitoring tools, quality assurance platforms).
• Project management skills (planning, execution, and tracking of support-related projects).
• Experience working with remote teams, fostering collaboration and effective communication in a distributed work environment.
• A mindset that aligns with Vimeo’s principles: Champion the Customer, Chase Excellence, Own It, Say It, Believe in the Power of We, and Think in 10x.

Bonus points (nice skills to have, but not needed): 

• Technical understanding of live streaming technologies: This includes familiarity with protocols like RTMP, HLS, WebRTC, encoding/decoding processes, CDNs (Content Delivery Networks), and common live streaming platforms (e.g., Vimeo Live, Twitch, YouTube Live).
• Knowledge of video platforms and their architecture: Understanding of video hosting, transcoding, delivery, playback, and related technologies (e.g., video codecs, players, streaming protocols). Familiarity with platforms like Vimeo, YouTube, and Wistia is a plus.
• Experience with SaaS environments: This includes understanding of cloud-based software delivery, subscription models, API integrations, and common SaaS metrics (e.g., churn rate, customer lifetime value)

Why Join Us?

Human expression is the most powerful force for change, and video is the most powerful medium for expression. Our workforce has one goal: to help people express themselves. As a Support Delivery Manager, you’ll play a key role in ensuring our customers have the best possible experience with our platform. You'll report directly to the Global Director of Support Delivery and have the opportunity to lead a talented team of support professionals (currently around 10 individuals), each specializing in different areas of Vimeo's product suite, collaborate with cross-functional partners, and make a meaningful impact on both our customers and our business.

About Us: