Full-Time Manager, Customer Support Engineering
Vercel is hiring a remote Full-Time Manager, Customer Support Engineering. The career level for this job opening is Manager and is accepting Australia based applicants remotely. Read complete job description before applying.
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About Vercel:Vercel gives developers the tools and cloud infrastructure to build, scale, and secure a faster, more personalized web. As the team behind v0, Next.js, and AI SDK, Vercel helps customers like Ramp, Supreme, PayPal, Chick-fil-A, and Under Armour build for the AI-native web. Our mission is to enable the world to ship the best products. That starts with creating a place where everyone can do their best work.
About the Role:We are seeking to hire a Manager for our Customer Support Engineering (CSE) team to support the continued growth of the company. This role inherits existing well-documented processes, policies, and expectations, but there is scope to re-evaluate and take the CSE team to new heights. Experience working cross-functionally and aligning stakeholders at all levels is essential.
You will build the team further, requiring hiring and planning experience. You will value building a high-performing team balancing quality and quantity. You'll focus on scaling and efficiency, identifying and implementing solutions to reduce customer support contacts, empowering the team with the right tooling and process for deeper issue resolution.
You will understand the importance of growing a support team to maintain exceptional customer experience while not scaling linearly with cases. Ambitious and bold ideas are encouraged.
This role is fast-paced and flexible, utilizing out-of-hours paging when needed, alongside CSE managers in alternate timezones. You'll have ample leadership support.
What You Will Do:
- Ensuring exceptional customer experience at scale.
- Setting measurable goals for CSE team performance improvement.
- Handling escalated cases.
- Working with product to provide feedback and implement solutions.
- Engaging stakeholders at all levels to drive cross-functional improvements.
- Helping CSE's with daily performance, career planning, and growth.
- Identifying tooling opportunities for efficiency and quality.
- Overseeing incident communication to customers.
- Leading by example and demonstrating best practices.
- Recruiting exceptional team members.
- Recognizing trends, issue patterns, and proactively preventing further customer difficulties.
About You:
- Experience with globally distributed technical support teams.
- 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 with product.
- Desire to mentor direct reports and empower your team, unblocking and prioritizing.
- Confidence dealing with a fast-paced platform.
- Confidence taking ownership of important decisions.
- Ability to identify upstream concerns and represent customer impact.
- Ability to work autonomously with asynchronous communication.
- Ability to handle pressurized situations.
- Technical knowledge in modern application development and deployment.
Bonus If You:
- Are experienced in frontend development (React and Next.js).
- Have experience with AI solutions for support teams.
- Have worked with a CDN.
- Understand and communicate DNS matters.
- Have created a custom CI/CD pipeline or CLI tool.
- Have experience with Enterprise applications at global scale.
- Enjoy improving hiring processes.
Benefits:
- Competitive compensation, including equity.
- Inclusive Healthcare Package.
- Learn and Grow - mentorship and events for networking and skills.
- Flexible Time Off.
- Gear and WFH budget.