But at a certain point, he admitted, “I think we were hitting some walls.” “We do a lot to capture information about our users and to build comfortable workflows for our agents,” explained Dunn. It evaluated new options and chose Zendesk Support in 2015. Frustrated, the team knew they needed a solution that could be as elastic as their growing company, and one that could be customized to fit Vimeo’s unique support needs. However, these customizations ended up leaving Vimeo on a legacy version of the tool. Initially, Vimeo’s engineering team developed a number of custom features to improve agent workflows. Once the needs of the team grew, they were able to grow into those roles.”Īs the team grew, the limits of it’s prior solution with started to show. There weren’t engineers on support when Zena joined. Director of Community and Support Suri Ratnatunga explained, “There was no operations team when Cameron joined Vimeo. Together they’ve witnessed not only Vimeo’s evolution, the building of a support team built from the ground up. Community Operations Engineer Zena Hirsch, who started at Vimeo about the same time. I truly got my internship with Vimeo through those relationships.”ĭunn has now worked at Vimeo for seven years, alongside Sr. “A bunch of people using the site became internet friends, so it moved from URL to IRL. “I was on Vimeo for about six years before I worked for Vimeo,” he said. The search for a scalable, flexible solutionĬameron Dunn, Vimeo’s head of community operations, began using Vimeo as a consumer to watch videos. If Vimeo provides creators with the community and tools they need, it should come as no surprise that the company also empowers its support agents with everything they need to scale through each new product launch-including giving support a voice in product development to ensure that Vimeo remains customer-centric as it grows. Most recently, the company launched a major brand campaign to showcase the wide array of tools and services available on the platform for video creators. 2017 brought the launch of 360 video, live streaming, a new CEO and a refocused creator-first strategy-and the momentum continues. By 2013, Vimeo had introduced Vimeo on Demand, an open marketplace that enables creators to sell their videos directly to their audiences through the site. In 2007, it became the first site to support HD playback. Since its founding in 2004, Vimeo has been at the forefront of the video industry, empowering video creators with the tools and technology they need to succeed with video.

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