Manager, Customer Support Engineering, APAC

Position Overview

• Location Type: [Not Specified]
• Job Type: Manager, Customer Support Engineering
• Salary: [Not Specified]

Vercel provides developers with the tools and cloud infrastructure to build, scale, and secure a faster, more personalized web. As the team behind v0, Next.js, and AI SDK, Vercel empowers customers like Ramp, Supreme, PayPal, Chick-fil-A, and Under Armour to build for the AI-native web. Our mission is to enable the world to ship the best products, starting with creating an environment where everyone can do their best work.

About the Role

We are looking for a Manager for our Customer Support Engineering (CSE) team to support the company's continued growth. This role involves inheriting and re-evaluating existing processes, policies, and expectations to elevate the CSE team. Experience in cross-functional collaboration and stakeholder alignment across all business levels is essential.

You will have the opportunity to build out the team, requiring hiring and planning experience. The focus will be on scaling and efficiency, identifying and implementing solutions to reduce customer contact while empowering the team with the right tools and processes for quicker issue resolution. The goal is to grow the support team in a way that maintains exceptional customer experience without linear scaling with incoming cases; ambitious and bold ideas are encouraged.

This is a fast-paced role requiring flexibility for occasional out-of-hours work due to paging for unexpected issues. You will receive ample support from leadership and other CSE managers in alternate timezones. A strong desire to deliver exceptional customer experiences at scale will drive your success and your team's achievements.

Responsibilities

• 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.
• Assisting CSEs 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 individuals aligned with Vercel’s mission.
• Recognizing trends, issue patterns, and proactively taking action to prevent customer difficulties.

About You

• Experience working with a globally distributed, technical support team.
• Experience setting and managing KPIs and growth plans for team members.
• Experience driving efficiencies and building teams that scale non-linearly with case volume.
• Desire to work cross-functionally, engaging closely with Product.
• Desire to mentor direct reports and support their growth.
• Desire to empower your team, unblocking them and helping them prioritize.
• Confidence in dealing with a fast-paced platform with regular changes.
• Confidence in taking ownership of important decisions in the absence of leadership.
• Confidence in making decisions that have long-term benefits.
• Ability to identify upstream concerns and represent the customer impact.
• Ability to work autonomously with reliability.