Full-Time

Senior Manager

Customer Support, West Coast

Confirmed live in the last 24 hours

Vercel

Vercel

201-500 employees

Deploy and optimize frontend web applications


Senior

Remote in USA

Requirements
  • Experience balancing the velocity of work with the quality of customer outcomes
  • Experience operating as a technical leader who resolves concerns for developers
  • 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 your team, unblocking and helping them to prioritize
  • Confident dealing with a fast-paced platform with regular changes
  • Confident in being assertive to ensure the right outcomes are achieved for customers
  • 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
  • 5+ years experience in a highly technical customer-facing or technical documentation role
Responsibilities
  • Ensuring the delivery of an exceptional customer experience at scale
  • Setting measurable goals to evaluate and consistently improve CSE team performance
  • Working towards the achievement of clearly stated annual targets
  • 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 in the role
  • 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

Vercel's Frontend Cloud provides developers with the tools and infrastructure to build a faster, more personalized web, featuring automatic API handling, built-in image and performance optimizations, and seamless backend integration. This platform is trusted by leading frontend teams to deliver dynamic user experiences on the web.

Company Stage

Series E

Total Funding

$563M

Headquarters

San Francisco, California

Founded

2015

Growth & Insights
Headcount

6 month growth

7%

1 year growth

14%

2 year growth

57%