Support Specialist, Vimeo

$54-77k

The base salary range listed above is for candidates located in the U.S., including the New York City metro area.

Junior and Mid level
Remote in US
New York
Vimeo

All-in-one video experience platform

Job no longer available

Vimeo

All-in-one video experience platform

1001+ employees

B2CContentEntertainmentDigital MediaVideo

Job no longer available

$54-77k

The base salary range listed above is for candidates located in the U.S., including the New York City metro area.

Junior and Mid level
Remote in US
New York

1001+ employees

B2CContentEntertainmentDigital MediaVideo

Company mission

Vimeo's mission is to empower video creators to tell exceptional stories, and connect with their audiences and communities.

Role

Who you are

  • 2+ years in a support/customer service role/experience and a passion for archiving the highest level of customer satisfaction
  • Experience troubleshooting complex technical issues for live video streaming
  • Understanding of the mechanics of live video delivery
  • Familiarity with video technology and other technical concepts and processes
  • Excellent written and spoken english communication skills
  • A knack for investigating unexpected technical issues and determining the cause(s)
  • Ability to support our global customer base in a 24/7/365 environment
  • A quick learner, that thrives in a fast paced, high energy environment
  • Experience in a omni-channel support organization, providing support via tickets, phone and chat
  • Proactive mindset in approaching day to day work
  • Experience with Zendesk or other ticketing systems a plus

What the job involves

  • The ideal candidate for this role will have a consistent 5 day work schedule that includes one weekend day. Your daytime shift will be Sunday - Thursday or Tuesday - Saturday shifts
  • Deliver high quality, timely responses to support tickets submitted by customers troubleshooting the Live Product Area (Vimeo Live, Livestream, Webinars, etc)
  • Collaborate with Support teammates around the globe to help manage ticket queues and troubleshoot issues reported by users as well as staff
  • Contribute to support-related documentation, processes, and workflows
  • Assist in tracking and reporting on customer pain points, feature requests, and other feedback to be shared with Product and Engineering stakeholders
  • Become an expert in all things Vimeo so that you can effortlessly translate complicated technical concepts into direct and effective terms for customers to understand
  • Run point on outages or other severe issues, updating our public-facing status page and updating the global Support team as there are developments

Otta's take

Sam Franklin headshot

Sam Franklin

CEO of Otta

Vimeo was founded by filmmakers who wanted an efficient way to share videos with others. It is more creator-oriented than YouTube, with professional software, technology, and tools for creators to produce, share, and sell their videos.

In 2007, it became the first online video sharing site to support HD playback for consumers, updating to 4K playback in 2016. Vimeo's app has also been updated to allow recording and live streaming as well as watching video. This service is aimed predominantly at enterprise customers although they have millions of small-time users too.

Vimeo has risen to become the world's biggest ad-free open video platform, with significant funding that has allowed it to expand operations and build up the business. Recently, however, the company has found itself struck by the effects of the economic downturn felt by much of the industry, and has been forced to reduce its workforce - a step taken to ensure it comes out of this rough time "a stronger company". On top of this, it received a hefty fine for failure to remove copyrighted content back in 2019, after losing an appeal against the initial ruling.

In 2024, Vimeo is rumoured to be in the process of acquisition by leading mobile app developer Bending Spoons, which could signify a major shift in the tech landscape.

Insights

Top investors

Few candidates hear
back within 2 weeks

-9% employee growth in 12 months

Company

Funding (2 rounds)

Jan 2021

$300m

GROWTH EQUITY VC

Nov 2020

$150m

GROWTH EQUITY VC

Total funding: $450m

Company benefits

  • Unlimited paid time off
  • Medical and dental
  • Daily breakfast, plus snacks and drinks aplenty
  • Company outings and events
  • Tuition reimbursement
  • Company equity
  • Company-matched charitable donations
  • Parental leave and adoption assistance
  • Company-matched 401k

Company values

  • Start with Users: Understand our users’ goals, and make them your own. Solve for what users need, not what they ask for.
  • Ask Why: Respectfully challenge ideas and embrace open debate. Validate intuitions with evidence.
  • Aim High: Be willing to take risks to deliver outsized impact. Greatness only comes from making bold decisions.
  • Own It: Commit to targets. Take the initiative, follow through and own the outcome. If processes are slowing you down, introduce better ones.
  • Be Real: Seek feedback and give it generously. Be direct. Be candid. Most of all, be you.

Company HQ

Midtown South, New York, NY

Articles

Founders

Adam Gross

(Interim CEO)

Currently Board Member at Buildkite. Previously Chair of the Board of Directors at Democracy Works and the CEO of Salesforce.

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