Responsibilities

This role requires 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 demonstrating CSE best practices, 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.”} ID: 12345} . This position also involves inheriting existing processes and policies while having the scope to re-evaluate them and building a high-performing team with a balance between quality and quantity, as well as potentially overseeing team expansion and hiring.