Manager, Customer Support Engineering, EMEA

Job Description

Vercel is seeking a Manager for its Customer Support Engineering (CSE) team in the EMEA region. This role involves supporting the company's growth by managing an existing team, re-evaluating processes, and driving the team to new heights. The ideal candidate will have experience working cross-functionally and aligning stakeholders. They will also be responsible for building out the team, implementing solutions to reduce customer support contact, and maintaining an exceptional customer experience.Role involves:

• Ensuring exceptional customer experience at scale.
• Setting measurable goals for CSE team performance.
• Handling escalated cases.
• Working with Product to provide feedback and implement solutions.
• Engaging stakeholders to drive cross-functional improvements.
• Helping CSEs with performance, career planning, and growth.
• Identifying tooling opportunities for efficiency and quality.
• Overseeing incident communication to customers.
• Leading by example and demonstrating CSE best practices.
• Recruiting exceptional people aligned with Vercel’s mission.
• Recognizing trends and proactively preventing customer difficulties.

Requirements:

• Experience with a globally distributed, technical support team.
• Experience setting and managing KPIs 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 direct reports and help them succeed.
• Desire to empower the team, unblocking and helping them prioritize.
• Confidence dealing with a fast-paced platform with regular changes.
• Confidence taking ownership of important decisions.
• Confidence making decisions that make long-term sense.
• Ability to identify upstream concerns and represent customer impact.
• Ability to work autonomously with asynchronous communication.
• Ability to calmly handle pressurized situations.
• Technical knowledge within modern application development and deployment.

Role offers:

• Competitive compensation package, including equity.
• Inclusive Healthcare Package.
• Mentorship and opportunities for network and skill development.
• Flexible Time Off.
• Gear and WFH budget.