Manager, Customer Insights and Product Experience (Support)

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.

What you’ll do:

Team Leadership & Development:

• Directly manage and mentor a team of Support Product Leads, fostering their development as subject matter experts and effective liaisons between CSSE and the Product and ENG teams.

Customer Insights and Advocacy: Develop and implement a robust system for gathering, analyzing, and reporting on product-specific customer feedback, pain points, technical issues, and feature requests.
Develop interactive reports and dashboards that synthesize customer insights from various data sources, tracking cross-functional initiatives, guiding customer-centric decisions, and measuring your team's impact on the product roadmap.Transform insights into clear recommendations, collaborating with Product Management to champion the customer's voice and drive meaningful product improvements.
Position yourself and your team as the Voice of the Customer champions across the organization, ensuring product development and roadmap prioritization reflects first-hand customer knowledge.Build strong relationships with key organizational stakeholders to ensure insights are acted upon.

Service & Product Readiness: Collaborate with Product Management, Engineering, Marketing, and other teams to enhance and evolve the internal readiness process to ensure timely access and updates to relevant product knowledge for Support teams, facilitating their ability to support customers effectively.

Operational Excellence:

• Maintain and enhance knowledge management systems that centralize product information and best practices for Support teams.
• Define and track key metrics that demonstrate the impact of your team's insights and readiness efforts on customer satisfaction and support efficiency.

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

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