Manager, Customer Support Engineering

Who you are

You have a proven track record in customer support management, ideally with experience in engineering support teams. Your leadership style emphasizes both velocity and quality, ensuring that your team delivers an outstanding customer experience. You are skilled in building and nurturing a team of exceptional talent, understanding the balance between thoroughness and speed in service delivery. You thrive in environments where you can evaluate and simplify processes to improve outcomes for customers while enhancing team efficiency. Your approach to hiring focuses on attracting world-class talent who share your commitment to customer satisfaction. You are adaptable and open to re-evaluating existing policies and processes to foster continuous improvement.

Desirable

Experience in a tech company or with cloud infrastructure is a plus. Familiarity with tools and technologies that support customer engagement and support operations will be beneficial. You are comfortable working in a hybrid environment and can effectively manage a team across different locations.

What you'll do

As the Manager of Customer Support Engineering at Vercel, you will lead a team dedicated to providing exceptional support to our customers. You will oversee the existing team, ensuring they have the resources and guidance needed to excel in their roles. Your responsibilities will include developing strategies to enhance customer satisfaction and streamline support processes. You will work closely with other regional managers to align on best practices and share insights that can improve overall service delivery. You will also be responsible for identifying areas for team growth and implementing training programs that foster professional development. Your role will involve regular communication with customers to understand their needs and feedback, which will inform your team's approach to support. You will play a key role in shaping the culture of the Customer Support Engineering team, promoting a collaborative and customer-centric environment.

What we offer

At Vercel, we believe in creating a workplace where everyone can thrive. We offer a hybrid work model that allows for flexibility while maintaining strong team collaboration. You will have the opportunity to work with cutting-edge technologies and contribute to projects that impact our customers directly. We encourage you to apply even if your experience doesn't match every requirement, as we value diverse perspectives and backgrounds. Join us in our mission to empower developers and enhance the web experience for users worldwide.