Job Description
We are looking for an experienced Application Developer for our customer support team who has a proven track record of building, evolving and maintaining internal tools and integrations that increase the efficiency and efficacy of Vimeo's global customer support operation.
This building is an exciting time at Vimeo as we are reimagining and modernising the CX for our customers and this role will be leading efforts to build our way there. You will lead a function within the support organisation and will partner with global teammates to build out best in class personalised customer experiences. As the functional owner, you will be tasked with custom applications specifically but not limited to our Zendesk instance bringing detailed information about our customers right to the agent interface.
What you’ll do:
- Build and maintain support applications and tools
- Improve team efficiency and quality by building / maintaining tools to assist in daily operations.
Build and maintain apps/integrations that bring critical user information directly into the support platform.- Build and maintain integrations with our support platform (Zendesk) and external services (e.g. Vimeo, OTT, Salesforce, Airtable, Slack, etc.). In particular, maintain the webhook integration between Zendesk and Vimeo.
- Configure and maintain other third-party applications within the support platform.
- Build and maintain the Help Centre front end and Helpcenter customisation
- Knowledge on SSO (single sign on) and ability to customise support experience based on Customers identification (membership type)
- Add/remove copy, upsells, and tweaks to the overall appearance.
- Implement Help Centre integrations (AI chatbot).
- Build and maintain browser-based and phone support channels
- This includes the Core Contact Form, other specialised contact forms, as well as various Zendesk widgets across the site.
- Investigate and implement new support channels, such as AI-powered chat interfaces.
- Build, evolve and maintain the Enterprise phone support line in Twilio.
Skills and knowledge you should possess:
- 4+ years in a systems application developing/engineering role within customer support
- 3+ years of experiences working with Zendesk app frameworks and Web API’s and a general understanding of Zendesk is a must
- Proficiency in NodeJS, Python, PHP, ReactJS, NextJS
- Developing and maintaining phone systems in Twilio Studio (Flows, Functions, and TwiML) a plus
- Google Cloud Functions, Jenkins CI/CD
About Us:
Vimeo (NASDAQ: VMEO) is the world's most innovative video experience platform. We enable anyone to create high-quality video experiences to better connect and bring ideas to life. We proudly serve our community of millions of users – from creative storytellers to globally distributed teams at the world's largest companies – whose videos receive billions of views each month. Learn more at www.vimeo.com.
Vimeo is headquartered in New York City with offices around the world. At Vimeo, we believe our impact is greatest when our workforce of passionate, dedicated people, represents our diverse and global community. We’re proud to be an equal opportunity employer where diversity, equity, and inclusion is championed in how we build our products, develop our leaders, and strengthen our culture.
