Manager, Customer Support Engineering

Summary

Join Vercel's Customer Support Engineering (CSE) team as a Manager, leading and growing a high-performing team focused on delivering exceptional customer experiences at scale. You will inherit existing processes but have significant scope to re-evaluate and improve them. Responsibilities include setting and managing team KPIs, handling escalated cases, collaborating with Product, and driving cross-functional improvements. You will also focus on scaling efficiency, identifying solutions to reduce support contacts, and empowering the team with the right tools and processes. The role requires experience with globally distributed technical support teams, KPI management, and building efficient teams. Flexibility is needed to handle unexpected issues, and you'll receive ample support from leadership.

Requirements

• Experience working with a globally distributed, technical support team
• Experience setting and managing KPI's and growth plans for team members
• Experience driving efficiencies and building teams that don’t scale linearly with case volume
• Desire to work cross-functionally, engaging closely with Product
• Desire to mentor direct reports and help them succeed in their growth
• Desire to empower your team, unblocking and helping them to prioritize
• Confident dealing with a fast-paced platform with regular changes
• Confident taking ownership of important decisions in the absence of leadership
• Confident making decisions that make long-term sense
• Ability to identify upstream concerns and represent the customer impact
• Ability to work autonomously with a reliance on asynchronous communication
• Ability to calmly handle pressurized situations at all times
• Technical knowledge within modern application development and deployment

Responsibilities

• Ensuring the delivery of an exceptional customer experience at scale
• Setting measurable goals to evaluate and consistently improve CSE team performance
• Handling escalated cases that arrive ad-hoc through various channels
• Working with the Product organization to provide feedback and implement solutions
• Engaging stakeholders at all levels of the business to drive cross-functional improvements
• Helping CSE’s with day to day performance, career planning, and growth
• Identifying opportunities for tooling to improve efficiency and quality of work
• Overseeing the communication of incidents to customers
• Leading by example and periodically demonstrate CSE best practices in the role
• Recruiting exceptional people that understand and are driven greatly by Vercel’s mission
• Recognizing trends, issue patterns, and proactively taking action to prevent further difficulty for customers

Preferred Qualifications

• Are experienced in frontend development using React and Next.js
• Are experienced with AI solutions for support teams
• Have worked with a CDN on a regular basis
• Understand, and can communicate, matters regarding DNS
• Have created a custom CI/CD pipeline or CLI tool
• Have experience working with Enterprise applications at global scale
• Enjoy improving hiring processes for all involved, especially candidates

Benefits

• Competitive compensation package, including equity
• Inclusive Healthcare Package
• Learn and Grow - we provide mentorship and send you to events that help you build your network and skills
• Flexible Time Off
• We will provide you the gear you need to do your role, and a WFH budget for you to outfit your space as needed