Manager, Customer Support Engineering - Remote

Overview

Vercel is seeking a Manager for its Customer Support Engineering team to enhance customer experiences and drive team performance in a fast-paced environment.

In Short

• Manage and lead the Customer Support Engineering team.
• Ensure exceptional customer experience at scale.
• Set measurable goals for team performance improvement.
• Handle escalated customer support cases.
• Collaborate with Product teams for feedback and solutions.
• Engage stakeholders for cross-functional improvements.
• Identify opportunities for efficiency and quality enhancement.
• Recruit and develop high-performing team members.
• Recognize trends and proactively address customer issues.
• Work flexibly during busy periods and support team autonomy.

Requirements

• Experience with a globally distributed technical support team.
• Proven ability to manage KPIs and growth plans.
• Experience in building scalable support teams.
• Desire to mentor and empower team members.
• Ability to handle fast-paced, changing environments.
• Technical knowledge in modern application development.
• Experience in frontend development (React, Next.js) is a plus.

Benefits

• Competitive compensation package, including equity.
• Inclusive healthcare package.
• Mentorship and professional development opportunities.
• Flexible time off policy.
• Work-from-home budget for office setup.