Support Specialist II, Customer Support (Tokyo)

Vimeo is seeking a highly skilled Support Specialist II with a passion for technology and a dedication to client satisfaction.

You'll be a key member of our Japanese support team, skilled at handling customer issues in Japanese, Korean, and English. In a fast-paced environment, you will resolve complex technical challenges and provide expert guidance to our most valued clients.

This role reports to the Senior Customer Support Manager and will directly contribute to Vimeo’s support efforts, with a focus on our core products.

The ideal candidate will have a consistent 5-day work schedule and the ability to work standard Japanese business hours.

What your day will look like:

• Customer Support & Ownership: Deliver high-level support to Sales-Assisted and Self-Serve customers, managing inquiries across tickets, phone calls, and messaging platforms. Take full ownership of issues from initial contact to final resolution to ensure timely and effective solutions.
• Product Expertise & Technical Translation: Become a trusted advisor by developing a deep understanding of Vimeo's platform and video products. Effortlessly translate complicated technical concepts in Japanese, Korean, and English into direct and effective terms for customers to understand.
• Dedicated Enterprise Support: Serve as a Dedicated Enterprise Support Specialist (DESS) for a portfolio of Platinum Sales-Assisted clients, building strong relationships and understanding their specific needs to provide tailored support.
• Knowledge Base Contribution: Proactively identify opportunities to improve our support processes and contribute to the development of knowledge resources for both customers and internal teams.
• Voice of the Customer: Assist in tracking and reporting on customer pain points, feature requests, and other feedback. Share these insights with Product and Engineering stakeholders to help drive product improvements.
• Cross-Team Collaboration: Work closely with internal teams, from Customer Success and Account Managers to Product and Engineering, to ensure customer issues are resolved efficiently.

Skills and knowledge you should possess:

• Minimum of 2 years of experience in a customer-facing technical support role, ideally within a SaaS environment.
• Exceptional written and spoken communication skills in Japanese, Korean, and English.
• Familiarity with video technology and other technical concepts.
• Understanding of digital video/audio compression codecs like H.264, ProRes, HEVC, and AAC.
• Basic understanding of HTML and CSS.
• Experience troubleshooting complex technical issues related to live video streaming, including embed codes, browser compatibility, and network connectivity.
• Understanding of the mechanics of live video delivery, including encoding formats, streaming protocols, and common hardware encoders.
• Excellent communication, interpersonal, and problem-solving skills.
• Ability to work independently and as part of a team in a fast-paced, high-energy environment.
• Strong technical aptitude and the ability to quickly learn and adapt to new technologies.
• Experience in an omnichannel support organization, providing support via tickets, phone, and messaging.
• Experience with Zendesk or other ticketing systems.