Manager, Customer Support Engineering
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.
Average salary estimate
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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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