Senior Manager, Customer Support Engineering, EMEA

Position Overview

• Location Type: Remote
• Employment Type: Full-time
• Salary: Not specified

Vercel’s Frontend Cloud provides the developer experience and infrastructure to build, scale, and secure a faster, more personalized web. Customers like Under Armour, eBay, The Washington Post, Johnson & Johnson, and Zapier use Vercel to build dynamic user experiences on the web. At Vercel, our mission is to enable the world to ship the best products and that goes hand in hand with creating an environment where you can do the best work of your life.

This role seeks a Senior Manager for the Customer Support Engineering (CSE) team to support the company’s continued growth. The role will inherit existing processes and policies, with significant opportunity to re-evaluate and elevate the CSE team. Cross-functional collaboration and stakeholder alignment at all levels are essential. The focus will be on scaling and efficiency, identifying solutions to reduce customer contact while empowering the team with the right tooling and processes. A desire to build a high-performing team that balances quality and quantity, and encourages ambitious ideas, is key. This role is fast-paced and requires flexibility, utilizing out-of-hours paging when necessary. Ample leadership support and collaboration with CSE managers in different timezones will be provided.

Requirements

• Experience working cross-functionally and aligning stakeholders at all levels of the business.
• Experience building and planning for a high-performing team.
• Understanding of customer support operations and best practices.
• Ability to handle escalated cases and provide technical support.
• Strong communication and interpersonal skills.

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.
• 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.

Application Instructions

• Not specified.