(Support) Manager, Customer Insights and Product Experience

As the Manager, Customer Insights and Experience (Support), you will play a pivotal role in shaping the customer experience with Vimeo. You will oversee a team of Support Product Leads who serve as a critical bridge between Customer Support, Product, and Engineering teams. By digging deep into customer interactions, you will distill actionable insights that drive product improvements. Simultaneously, you will refine and develop the collaboration and readiness process with other internal teams to ensure our support teams possess the necessary product knowledge to provide exceptional customer service.

Skills and knowledge you should possess:

• 2+ years of experience leading a customer support or other customer facing teams (of 4+ members), with a demonstrated track record of data analysis, insights generation, and cross-functional collaboration.
• Strong understanding of customer support operations and processes, with a passion for enhancing the customer and agent experience.
• Proficiency in data manipulation and visualization tools such as Tableau and Zendesk Explore.
• Experience with VOC (Voice of Customer) methodologies: Knowledge of survey design, focus group techniques, or similar structured approaches.
• Effective presentation and storytelling skills to communicate complex concepts to various stakeholders.
• Experience working with Zendesk, and other Support tools - a big plus