Support Specialist II, Customer Support (India)

Vimeo seeks a highly skilled Support Specialist II with a passion for technology and a dedication to client satisfaction. You'll provide expert guidance to clients in a fast-paced environment. This role will report to the Senior Customer Support Manager and will contribute directly to Vimeo’s Sales Assisted Support efforts, focusing on the video product area. This role requires availability to work in shifts during US business hours (9AM - 6PM, 7 days a week), with the understanding that internal coverage may extend beyond these hours. You will support Sales Assisted and Self Serve Customers by providing high level support to Sales Assisted customers, handling their inquiries via tickets, phone calls, and messaging platforms. You will also become a trusted advisor for a portfolio of Platinum SA clients (approximately 8 per Specialist), building strong relationships and understanding their specific needs. You will also proactively identify opportunities to improve support processes and contribute to the development of knowledge resources. You will work closely with various internal teams from Customer Success and Account Managers to Product and Engineering to drive customer issues to closure, and run point on outages or other severe issues, updating the public-facing status page and updating the global Support team as there are developments.