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Vercel is looking for a Senior Manager, Customer Support Engineering (CSE) to support company growth in the EMEA region. The role involves managing a distributed technical support team, ensuring excellent customer experience, and driving team efficiency. This person will inherit well documented process, policy and expectations. They will also re-evaluate them to take the CSE team to a new level.
- Ensuring the delivery of an exceptional customer experience at scale.
- Setting measurable goals to evaluate and consistently improve CSE team performance.
- Handling escalated cases through various channels.
- Working with the Product organization to provide feedback and implement solutions.
- Engaging stakeholders at all levels 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.
- Recruiting exceptional people driven by Vercel’s mission.
- Recognizing trends, issue patterns, and proactively taking action for customers.
- 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 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.
- Competitive compensation package, including equity.
- Inclusive Healthcare Package.
- Flexible Time Off.
- Gear and WFH budget.
Vercel
Vercel is a Frontend Cloud platform delivering developer experience and infrastructure for building, scaling, and securing web applications. It enables businesses to create fast, personalized web experiences, serving clients across diverse sectors. The company focuses on providing tools and services to build dynamic user interfaces, emphasizing performance and efficiency. Vercel fosters an inclusive environment, committed to empowering its community and valuing diverse backgrounds.