Manager, Customer Support Engineering, EMEA

About Vercel:

Vercel’s Frontend Cloud provides the developer experience and infrastructure to build, scale, and secure a faster, more personalized web. Customers like Under Armour, eBay, The Washington Post, Johnson & Johnson, and Zapier use Vercel to build dynamic user experiences on the web.

At Vercel, our mission is to enable the world to ship the best products and that goes hand in hand with creating an environment where you can do the best work of your life.

About the Role:

We are seeking to hire a Manager for our Customer Support Engineering (CSE) team in order to support the continued growth of the company. This role inherits an existing set of well documented processes, policies, and expectations, although there is considerable scope and expectation to re-evaluate these, and help take the CSE team to new heights by doing so. Experience working cross-functionally and aligning stakeholders at all levels of the business is therefore essential.

You will be given the opportunity to build out the team further where required and so hiring and planning experience is required - you would value building a high performing team that knows the balance between quality and quantity. You will focus on scaling and efficiency, identifying and implementing solutions that reduce the need for customers to contact support while empowering the team with the right tooling and process to dig deep quicker. You will understand the importance of growing a support team in such a way that it can maintain an exceptional customer experience while not scaling linearly with incoming cases - ambitious and bold ideas are strongly encouraged.

This role is fast paced and while regular office hours will suffice most of the time, you must be prepared for flexibility during busier times or when unexpected issues arise, as such, we utilize out of hours paging where required. You will have ample support from leadership at all times, alongside other CSE managers in alternate timezones. Ultimately, the desire to deliver exceptional customer experiences at scale is what will motivate you and help you and your team achieve success through a variety of means that you will have direct influence over.

What You Will Do:

• Ensuring the delivery of an exceptional customer experience at scale.
• Setting measurable goals to evaluate and consistently improve CSE team performance.
• Handling escalated cases that arrive ad-hoc through various channels.
• Working with the Product organization to provide feedback and implement solutions.
• Engaging stakeholders at all levels of the business to drive cross-functional improvements.
• Helping CSE’s with day to day performance, career planning, and growth.
• Identifying opportunities for tooling to improve efficiency and quality of work.
• Overseeing the communication of incidents to customers.
• Leading by example and periodically demonstrate CSE best practices in the role.
• Recruiting exceptional people that understand and are driven greatly by Vercel’s mission.
• Recognizing trends, issue patterns, and proactively taking action to prevent further difficulty for customers.

About You:

• Experience working with a globally distributed, technical support team.
• Experience setting and managing KPI's 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, engaging closely with Product.
• Desire to mentor direct reports and help them succeed in their growth.
• Desire to empower your team, unblocking and helping them to prioritize.
• Confident dealing with a fast-paced platform with regular changes.
• Confident taking ownership of important decisions in the absence of leadership.
• Confident making decisions that make long-term sense.
• Ability to identify upstream concerns and represent the customer impact.
• Ability to work autonomously with a reliance on asynchronous communication.
• Ability to calmly handle pressurized situations at all times.
• Technical knowledge within modern application development and deployment.

Bonus If You:

• Are experienced in frontend development using React and Next.js.
• Are experienced with AI solutions for support teams.
• Have worked with a CDN on a regular basis.
• Understand, and can communicate, matters regarding DNS.
• Have created a custom CI/CD pipeline or CLI tool.
• Have experience working with Enterprise applications at global scale.
• Enjoy improving hiring processes for all involved, especially candidates.

Benefits:

• Competitive compensation package, including equity.
• Inclusive Healthcare Package.
• Learn and Grow - we provide mentorship and send you to events that help you build your network and skills.
• Flexible Time Off.
• We will provide you the gear you need to do your role, and a WFH budget for you to outfit your space as needed

Vercel is committed to fostering and empowering an inclusive community within our organization. We do not discriminate on the basis of race, religion, color, gender expression or identity, sexual orientation, national origin, citizenship, age, marital status, veteran status, disability status, or any other characteristic protected by law. Vercel encourages everyone to apply for our available positions, even if they don't necessarily check every box on the job description.

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