Customer Support Engineering Manager - Remote

Overview

As a Customer Support Engineering Manager at Vercel, you will lead a team focused on delivering exceptional customer experiences while managing growth and efficiency in a fast-paced environment.

In Short

• Lead the Customer Support Engineering team to enhance customer experience.
• Set measurable goals for team performance improvement.
• Handle escalated support cases efficiently.
• Collaborate with Product teams for feedback and solutions.
• Engage with stakeholders across the business for improvements.
• Support team members in performance and career growth.
• Identify tooling opportunities for increased efficiency.
• Communicate incidents effectively to customers.
• Recruit talent aligned with Vercel’s mission.
• Proactively address customer concerns.

Requirements

• Experience with globally distributed technical support teams.
• Ability to set and manage KPIs for team growth.
• Experience in building teams that scale efficiently.
• Desire to work cross-functionally with Product teams.
• Mentoring skills to guide team members.
• Ability to empower and unblock team members.
• Confidence in fast-paced environments.
• Ownership of decisions in leadership absence.
• Technical knowledge in modern application development.
• Autonomous working style with asynchronous communication.

Benefits

• Competitive compensation including equity.
• Inclusive healthcare package.
• Opportunities for mentorship and networking.
• Flexible time off policy.
• Work-from-home budget for necessary gear.