Job details

Manager, Customer Support Engineering

Vercel provides cutting-edge cloud infrastructure and tools for developers to build AI-native web experiences. They seek a Manager for their Customer Success Engineering team focused on delivering exceptional customer outcomes, scaling efficiency, and leading a technically skilled team.

Skills

Technical leadership in customer-facing roles.
Experience managing distributed technical support teams.
Strong ability to balance velocity and quality in customer outcomes.
Proven experience setting and tracking KPIs and growth plans.
Capability to drive efficiency to avoid linear scaling with case volume.
Cross-functional collaboration skills, especially with Product teams.
Autonomous working style and skilled in asynchronous communication.
Technical knowledge of modern app development and deployment.
Calm and assertive decision-making under pressure.

Responsibilities

Ensure exceptional customer experience delivery at scale.
Set and monitor measurable goals to improve team performance.
Handle escalated customer cases through multiple channels.
Collaborate with Product teams to provide feedback and implement improvements.
Engage with stakeholders for cross-functional process enhancements.
Support team members’ day-to-day performance, career growth, and development.
Identify and implement tooling to boost efficiency and quality.
Oversee incident communication with customers.
Lead by example with hands-on technical contributions.
Recruit and retain top talent aligned with Vercel’s mission.
Analyze trends and proactively prevent recurring customer issues.

Education

Relevant technical or managerial education background preferred.

Benefits

Competitive salary with equity package.
Inclusive healthcare coverage.
Opportunities for mentorship and professional event participation.
Flexible time off policy.
Work-from-home equipment budget.

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Customer Support Manager Technical Support Customer Success Engineering Team Leadership KPI Management React Next.js AI Support Tools CDN DNS CI/CD Customer Experience Cross-functional Hybrid Work Technical Management

Vercel Glassdoor Company Review

3.7

Vercel DE&I Review

No rating

CEO of Vercel

Guillermo Rauch

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Average salary estimate

$175000 / YEARLY (est.)

min

max

$140000K

$210000K

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Vercel

Vercel Inc. functions as a software development firm. The company offers a framework that facilitates prerendering, static exporting, and seamless setup among other services, delivered through its open-source web application platform.

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