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Manager, Customer Support Engineering, APAC

Manager for Customer Support Engineering team in APAC region.
Vercel
Remote
Australia
Undisclosed salary
Job Description
Vercel is seeking a Manager for their Customer Support Engineering (CSE) team in the APAC region. This role involves re-evaluating existing processes and scaling the CSE team to new heights. The manager will work cross-functionally, align stakeholders, and build a high-performing team focused on quality and efficiency. They will implement solutions to reduce customer support contact, empower the team with tools, and maintain exceptional customer experience.

What this role involves:
  • Ensuring exceptional customer experience at scale.
  • Setting measurable goals for CSE team performance.
  • Handling escalated cases.
  • Providing feedback to the Product organization.
  • Driving cross-functional improvements.
  • Supporting CSEs with performance, career planning, and growth.
  • Identifying tooling opportunities for efficiency.
  • Overseeing incident communication.
  • Leading by example in CSE best practices.
  • Recruiting exceptional team members.
  • Recognizing issue trends and proactively addressing them.

Requirements:
  • Experience with a globally distributed, technical support team.
  • Experience setting and managing KPI's and growth plans.
  • Experience driving efficiencies and building teams that don’t scale linearly with case volume.
  • Desire to work cross-functionally with Product.
  • Desire to mentor and empower direct reports.
  • Confidence in a fast-paced platform with regular changes.
  • Ability to take ownership of decisions and handle pressurized situations.
  • Technical knowledge within modern application development and deployment.

What this role offers:
  • Competitive compensation package, including equity.
  • Inclusive Healthcare Package.
  • Mentorship and opportunities for professional development.
  • Flexible Time Off.
  • Gear and WFH budget.
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Vercel

Vercel provides developers with tools and cloud infrastructure, enabling them to build, scale, and secure a faster, more personalized web. Known for products like v0, Next.js, and AI SDK, Vercel empowers businesses to create AI-native web applications. The company focuses on building a platform and internal environment where individuals can produce their best work, fostering innovation and efficiency. Vercel supports various customers, assisting them in developing top-tier products through its comprehensive platform.

All Jobs at Vercel (74)