Vercel is hiring a
Senior Manager, Customer Support in Worldwide

Summary

Vercel is seeking an experienced Senior Manager for their Customer Success Engineering (CSE) team to deliver exceptional customer experiences at scale. The role involves managing a team, setting goals, handling escalated cases, engaging stakeholders, identifying opportunities for tooling, overseeing communication of incidents, leading by example, recruiting exceptional people, and recognizing trends.

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 KPIs 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

Preferred Qualifications

• Experience with AI solutions for support teams
• Experience in frontend development using React and Next.js

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