![]() ![]() Work closely with global Vimeo Support leadership to help shape and implement our overall customer experience strategy.Adhere and exceed operational KPI’s like CSAT, FR SLA and ticket resolution SLA’s etc.Help ensure standardization of support knowledge across our global team by establishing documentation, processes, and workflows.Analyze data analytics from customer reported issues to identify patterns and work with product engineering teams to improve customer experience and retention.Ideate, plan and implement automation initiatives to optimize customer support operations and enhance specialist productivity.Build and sustain productive relationships with internal stakeholders and collaborate to continually refine the customer experience.Develop, monitor and track operational performance metrics to better identify, measure and improve opportunities in processes, tools and training.Develop comprehensive knowledge in a product area/Support vertical, as well as familiarity with cross-verticals.Work closely with Quality Assurance and Training department to coach, mentor, and develop individual specialists.Advocate for our customers and our team in relevant Product, Engineering, and other cross-functional stakeholder meetings, partnering with key cross-functional peers to optimize processes for efficiency and impact.Expertly handle escalations from support team members, as well as internal escalations from other teams.Ensure high quality, timely responses to support tickets handled by our globally-distributed team.Work in any of our 24/7 shifts, weekend oncall and manage workforce planning to support global customers and users.Support global customers and users across multiple Vimeo products via phone, chat, email, web and social media channels.Staff and Manage a 24/7 team of Vimeo Support Specialists & Subject Matter experts.This role will report to the Director, Customer Support and work across the customer support team on initiatives that drive the best experience for customers. The ideal candidate will thrive in a fast-paced environment and have a passion for supporting SaaS products. scc format, the last caption is not displayed.Vimeo’s Customer Support organization is searching for a hardworking, passionate and analytical Support Manager focussed towards customers and their experience, employee experience and collaboration with global managers and stakeholders. Italic text is also not supported when using the. Italic text is not supported on Internet Explorer and Microsoft Edge.There are some text display problems on the Vimeo player: Please be aware that Vimeo overrides the caption position formatting provided in the caption files.Ģ. ![]() If you uploaded caption files in other languages, you can see them being displayed by clicking the CC button and selecting a different language.ġ.When you play the video, you'll see captions being displayed:.On the player, click CC, and select the language of your caption file:.Make sure you click Save, every time you add a new caption file. You can upload several caption files, in different languages.Under Distribution -> Subtitles, click the + icon, to upload the caption file. Select the video to which you're going to add captions. Download the caption file from CaptionSync, and then log into your Vimeo account.smi - Synchronized Accessible Media InterchangeĪssociate the Caption File with your Video: ![]() dfxp - Distribution Format Exchange Profile 2014.vtt formats with Vimeo videos.Ĭurrently, Vimeo supports the following file formats provided by CaptionSync: From the Advanced Settings, choose one of the outputs Vimeo accepts. There are two URL formats you can use: the Vimeo format, or the direct link for third-party players (Vimeo Premium, Business or Pro accounts). You can submit the Vimeo URL to your video using our List of URLs feature. The first step is to get the caption file from CaptionSync. If you want to caption Vimeo videos you don't own, see this article instead. The caption file can be added at any time. Vimeo provides a mechanism for video owners to upload a caption file along with their video file. Closed Captioning your own Vimeo videos is quite easy with CaptionSync. ![]()
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