Vercel

Manager, Customer Support Engineering

Vercel

full-time

Posted on:

Location Type: Hybrid

Location: San Francisco • California • 🇺🇸 United States

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Salary

💰 $166,000 - $207,000 per year

Job Level

Mid-LevelSenior

About the role

  • 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.

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.
  • Reside in the Pacific Time Zone.
  • 5+ years experience in a highly technical customer-facing or technical management role.
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.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
KPI managementtechnical leadershipcustomer experience managementapplication developmentapplication deploymentperformance evaluationefficiency improvementteam buildingasynchronous communicationincident management
Soft skills
mentoringcross-functional collaborationassertivenessownershipdecision makingproblem solvingcalmness under pressurestakeholder engagementcareer planningtrend recognition