Remote Senior Manager

Summary

Join Vercel's Customer Success Engineering team as a Senior Manager and lead exceptional customer experiences at scale. This role involves setting measurable goals, handling escalated cases, working with Product organization, engaging stakeholders, and recruiting top talent.

Requirements

• Experience balancing the velocity of work with the quality of customer outcomes
• Experience operating as a technical leader who resolves concerns for developers
• 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 in being assertive to ensure the right outcomes are achieved for customers
• 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
• 5+ years experience in a highly technical customer-facing or technical documentation role

Responsibilities

• Ensuring the delivery of an exceptional customer experience at scale
• Setting measurable goals to evaluate and consistently improve CSE team performance
• Working towards the achievement of clearly stated annual targets
• 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 demonstrating 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

• Experience in frontend development using React and Next.js
• Experience with AI solutions for support teams
• Taken part in support tooling migrations or new instance setups
• Worked with a CDN on a regular basis
• Understand, and can communicate, matters regarding DNS
• Created a custom CI/CD pipeline or CLI tool
• Experience working with Enterprise applications at global scale

Benefits

• Great compensation package and stock options
• 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 - Flexible vacation policy with a recommended 4-weeks per year, and paid holidays
• Remote Friendly - Work with teammates from different time zones across the globe
• We will provide you the gear you need to do your role, and a WFH budget for you to outfit your space as needed