📍 Job Overview

Job Title: Manager, Customer Support Engineering
Company: Vercel
Location: San Francisco, California, United States (Remote - United States)
Job Type: Hybrid (preference for San Francisco office, open to remote hire based on Pacific Time)
Category: Customer Support Management
Date Posted: 2025-06-23
Experience Level: 5-10 years
Remote Status: Hybrid (Remote - United States)

🚀 Role Summary

Key Responsibilities: Deliver exceptional customer experiences at scale, set measurable goals for team performance, handle escalated cases, and drive cross-functional improvements.
Key Skills: Customer experience, technical leadership, team management, KPI management, cross-functional collaboration, mentoring, problem-solving, and technical knowledge in modern application development and deployment.

📝 Enhancement Note: This role requires a strong balance between velocity and quality, with a focus on delivering outstanding customer experiences while managing a globally distributed, technical support team.

💻 Primary Responsibilities

Ensure Exceptional Customer Experience: Balance work velocity with quality outcomes to deliver an exceptional customer experience at scale.
Set Measurable Goals: Establish and track key performance indicators (KPIs) to evaluate and consistently improve CSE team performance.
Handle Escalated Cases: Manage ad-hoc escalations through various channels, providing timely and effective solutions.
Collaborate with Product: Work closely with the Product organization to provide feedback and implement solutions that improve the customer experience.
Drive Cross-Functional Improvements: Engage with stakeholders across the business to drive improvements that benefit both customers and the support team.
Mentor and Develop Team Members: Provide guidance, support, and career planning to help CSE team members grow and succeed.
Identify Efficiency Opportunities: Recognize trends and issue patterns, proactively taking action to prevent further difficulty for customers and improve team efficiency.
Oversee Incident Communication: Lead the communication of incidents to customers, ensuring transparency and minimizing impact.
Recruit Exceptional Talent: Hire world-class talent that understands and is driven by Vercel's mission, fostering a culture of excellence within the CSE team.

📝 Enhancement Note: This role requires a hands-on leader who can set the tone for the team through direct contribution, balancing the need for speed with the quality of customer outcomes.

🎓 Skills & Qualifications

Education: Bachelor's degree in Computer Science, Engineering, or a related field (or equivalent experience).

Experience: 5+ years in a highly technical, customer-facing, or technical management role, with a strong focus on customer experience and team leadership.

Required Skills:

Proven experience balancing work velocity with quality outcomes in a customer support or technical leadership role.
Experience working with a globally distributed, technical support team.
Strong problem-solving skills and the ability to make decisions that make long-term sense.
Excellent communication skills, both written and verbal, with the ability to calmly handle pressurized situations.
Technical knowledge within modern application development and deployment.
Proficiency in setting and managing KPIs and growth plans for team members.

Preferred Skills:

Experience with frontend development using React and Next.js.
Experience with AI solutions for support teams.
Experience working with a CDN and understanding matters regarding DNS.
Familiarity with creating custom CI/CD pipelines or CLI tools.
Experience working with enterprise applications at global scale.

📊 Web Portfolio & Project Requirements

Portfolio Essentials:

Demonstrate a strong track record of delivering exceptional customer experiences at scale.
Showcase your ability to manage and grow a support team, with a focus on improving efficiency and reducing linear case volume growth.
Highlight your experience driving improvements through cross-functional collaboration and tooling implementation.
Provide examples of your problem-solving skills and ability to handle pressurized situations.

Technical Documentation:

Prepare a detailed document outlining your approach to customer support management, including your strategies for balancing velocity and quality, setting KPIs, and driving cross-functional improvements.
Include case studies demonstrating your ability to handle escalated cases and communicate effectively with customers and stakeholders.
Provide examples of your experience working with AI solutions, CDNs, and other relevant technologies.

📝 Enhancement Note: As this role involves managing a team of customer support engineers, your portfolio should focus on your leadership, management, and problem-solving skills, rather than individual technical projects.

💵 Compensation & Benefits

Salary Range: $140,000 - $210,000 per year (San Francisco, CA base pay range)

Benefits:

Competitive compensation package, including equity.
Inclusive Healthcare Package.
Learn and Grow – mentorship and opportunities to build your network and skills.
Flexible Time Off.
Work From Home Budget – gear and WFH budget to outfit your space as needed.

📝 Enhancement Note: The provided salary range is based on the San Francisco, CA location. For remote candidates, compensation may be adjusted based on employee location, and the total package includes benefits and equity-based compensation.

🎯 Team & Company Context

Company Culture:

Vercel is a fast-growing startup focused on providing developers with the tools and cloud infrastructure to build, scale, and secure a faster, more personalized web.
Vercel's mission is to enable the world to ship the best products, fostering a culture where everyone can do their best work.
The company values collaboration, innovation, and a customer-centric approach.

Team Structure:

The Customer Support Engineering (CSE) team is responsible for delivering exceptional customer experiences at scale.
This role inherits an existing team with a variety of experience levels, with the opportunity to build out further to ensure adequate coverage for customers.
The CSE team works closely with the Product organization to provide feedback and implement solutions that improve the customer experience.

Development Methodology:

Vercel follows Agile methodologies, with a focus on continuous improvement and customer-centric development.
The CSE team works closely with the Product organization to ensure that customer feedback is integrated into the development process.
Vercel uses version control, automated testing, and continuous integration/continuous deployment (CI/CD) pipelines to ensure the quality and reliability of its products.

Company Website: Vercel

📝 Enhancement Note: Vercel's culture values collaboration, innovation, and a customer-centric approach, making it an ideal fit for candidates who thrive in dynamic, fast-paced environments and are passionate about delivering exceptional customer experiences.

📈 Career & Growth Analysis

Customer Support Management Career Level: This role is an experienced management position within the customer support engineering field, focusing on delivering exceptional customer experiences at scale. The ideal candidate will have a strong track record of balancing work velocity with quality outcomes and driving cross-functional improvements.

Reporting Structure: This role reports directly to the Director of Customer Support Engineering and manages a team of customer support engineers.

Technical Impact: As the manager of the CSE team, you will have a significant impact on Vercel's customer experience, driving improvements that benefit both customers and the support team. Your decisions and leadership will directly influence the quality and efficiency of customer support, contributing to Vercel's overall success.

Growth Opportunities:

Team Expansion: As Vercel continues to grow, there will be opportunities to expand the CSE team, providing opportunities for team members to take on more responsibility and advance their careers.
Cross-Functional Collaboration: Working closely with the Product organization and other teams within Vercel, you will have the opportunity to gain exposure to different aspects of the business and develop your skills in areas such as product management, project management, or technical leadership.
Technical Skill Development: Vercel encourages continuous learning and skill development, providing opportunities for team members to gain experience with new technologies and tools.

📝 Enhancement Note: Vercel's fast-paced, dynamic environment offers numerous growth opportunities for candidates who are eager to learn, adapt, and make a significant impact on the company's success.

🌐 Work Environment

Office Type: Vercel has a hybrid work environment, with a preference for candidates who can work from the San Francisco office. However, the company is open to remote hires based on Pacific Time.

Office Location(s): San Francisco, California, United States

Workspace Context:

Vercel's offices are designed to foster collaboration and innovation, with ample space for team members to work together and exchange ideas.
The CSE team works closely with other teams within Vercel, providing opportunities for cross-functional collaboration and knowledge sharing.
Vercel provides the gear and WFH budget needed for team members to work effectively, whether in the office or remotely.

Work Schedule: Vercel offers flexible working hours, with a focus on delivering exceptional customer experiences during regular business hours. However, the role may require flexibility during busier times or when unexpected issues arise.

📝 Enhancement Note: Vercel's hybrid work environment offers the best of both worlds – the opportunity to collaborate and learn from colleagues in the office, combined with the flexibility and convenience of working remotely.

📄 Application & Technical Interview Process

Interview Process:

Screening: A brief phone or video call to assess your fit for the role and Vercel's company culture.
Technical Assessment: A hands-on exercise or case study to evaluate your problem-solving skills, technical knowledge, and ability to handle pressurized situations.
Behavioral Interview: A conversation focused on your leadership, management, and communication skills, as well as your ability to work autonomously and make decisions that make long-term sense.
Final Interview: A meeting with the hiring manager or another senior leader to discuss your fit for the role and Vercel's long-term goals.

Portfolio Review Tips:

Highlight your experience delivering exceptional customer experiences at scale, with a focus on balancing work velocity with quality outcomes.
Include case studies demonstrating your ability to handle escalated cases, drive cross-functional improvements, and mentor and develop team members.
Showcase your technical knowledge within modern application development and deployment, with a focus on the tools and technologies relevant to Vercel's products.

Technical Challenge Preparation:

Brush up on your technical knowledge within modern application development and deployment, with a focus on the tools and technologies relevant to Vercel's products.
Practice your problem-solving skills and ability to handle pressurized situations through online exercises and case studies.
Prepare for behavioral interview questions that focus on your leadership, management, and communication skills, as well as your ability to work autonomously and make decisions that make long-term sense.

ATS Keywords: Customer Experience, Technical Leadership, Team Management, KPI Management, Cross-Functional Collaboration, Mentoring, Problem Solving, Technical Knowledge, Application Development, Support Engineering, Recruitment, Incident Communication, Efficiency Improvement, Trend Recognition, Support Tools, CI/CD Pipelines

📝 Enhancement Note: Vercel's interview process is designed to evaluate your fit for the role and Vercel's company culture, with a focus on your ability to deliver exceptional customer experiences at scale, manage a globally distributed, technical support team, and drive cross-functional improvements.

🛠 Technology Stack & Web Infrastructure

Frontend Technologies: (Not directly applicable to this role, as it focuses on customer support management rather than frontend development)

Backend & Server Technologies: (Not directly applicable to this role, as it focuses on customer support management rather than backend development)

Development & DevOps Tools:

Customer Support Platform: Vercel uses a customer support platform to manage customer interactions, track cases, and monitor team performance. Familiarity with this platform is essential for this role.
Communication Tools: Vercel uses various communication tools, such as Slack, to facilitate collaboration and knowledge sharing among team members.
Project Management Tools: Vercel uses project management tools, such as Asana or Jira, to track team progress, manage tasks, and ensure efficient workflows.
Monitoring Tools: Vercel uses monitoring tools, such as Datadog or New Relic, to track the performance and health of its products and services.

📝 Enhancement Note: As this role focuses on customer support management, the technology stack is less relevant than the candidate's ability to balance work velocity with quality outcomes, manage a globally distributed, technical support team, and drive cross-functional improvements.

👥 Team Culture & Values

Customer Support Values:

Customer Focus: Vercel prioritizes customer experience above all else, ensuring that every decision made considers the impact on customers.
Collaboration: Vercel fosters a culture of collaboration, encouraging team members to work together and learn from one another.
Continuous Improvement: Vercel is committed to continuous improvement, encouraging team members to identify opportunities for growth and drive change.
Innovation: Vercel values innovation, encouraging team members to think creatively and challenge the status quo.

Collaboration Style:

Cross-Functional Integration: Vercel's teams work closely together, with a focus on breaking down silos and fostering a culture of shared responsibility.
Code Review Culture: Vercel encourages a culture of code review, with a focus on learning from one another and improving the quality of work.
Knowledge Sharing: Vercel encourages team members to share their knowledge and expertise with one another, fostering a culture of continuous learning and growth.

📝 Enhancement Note: Vercel's customer support values and collaboration style make it an ideal fit for candidates who are passionate about delivering exceptional customer experiences, working collaboratively with others, and driving continuous improvement.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Scaling Customer Support: As Vercel grows, the CSE team must scale efficiently to maintain exceptional customer experiences without linear case volume growth.
Managing Global Distributed Teams: The CSE team is globally distributed, requiring strong leadership and communication skills to manage team members across different time zones and cultures.
Handling Escalated Cases: The CSE team handles escalated cases from various channels, requiring strong problem-solving skills and the ability to handle pressurized situations.
Driving Cross-Functional Improvements: The CSE team works closely with the Product organization and other teams within Vercel, requiring strong collaboration and communication skills to drive improvements that benefit both customers and the support team.

Learning & Development Opportunities:

Team Expansion: As Vercel continues to grow, there will be opportunities to expand the CSE team, providing opportunities for team members to take on more responsibility and advance their careers.
Cross-Functional Collaboration: Working closely with the Product organization and other teams within Vercel, you will have the opportunity to gain exposure to different aspects of the business and develop your skills in areas such as product management, project management, or technical leadership.
Technical Skill Development: Vercel encourages continuous learning and skill development, providing opportunities for team members to gain experience with new technologies and tools.

📝 Enhancement Note: Vercel's fast-paced, dynamic environment offers numerous growth opportunities for candidates who are eager to learn, adapt, and make a significant impact on the company's success.

💡 Interview Preparation

Technical Questions:

Customer Support Management: Describe your experience balancing work velocity with quality outcomes in a customer support or technical leadership role. Provide specific examples of your approach and the results you achieved.
Team Management: How do you approach setting and managing KPIs and growth plans for team members? Describe your experience mentoring and developing team members to help them succeed in their careers.
Problem Solving: Describe a challenging customer support scenario you faced and how you handled it. What steps did you take to resolve the issue, and what was the outcome?
Cross-Functional Collaboration: How have you worked with other teams, such as the Product organization, to drive improvements that benefit both customers and the support team? Describe a specific example and the results you achieved.

Company & Culture Questions:

Company Culture: How do you see yourself fitting into Vercel's company culture, and what do you think you can bring to the team?
Customer Experience: How do you approach delivering exceptional customer experiences at scale? Describe your experience with customer-centric development methodologies and tools.
Long-Term Vision: Vercel is a fast-growing startup with ambitious goals. How do you see yourself contributing to Vercel's long-term success, and what are your career aspirations within the company?

Portfolio Presentation Strategy:

Customer Support Management: Highlight your experience delivering exceptional customer experiences at scale, with a focus on balancing work velocity with quality outcomes. Include specific examples of your approach to managing a globally distributed, technical support team and driving cross-functional improvements.
Technical Knowledge: Showcase your technical knowledge within modern application development and deployment, with a focus on the tools and technologies relevant to Vercel's products.
Problem-Solving Skills: Demonstrate your ability to handle pressurized situations and resolve challenging customer support scenarios through case studies and live demonstrations.

📝 Enhancement Note: Vercel's interview process is designed to evaluate your fit for the role and Vercel's company culture, with a focus on your ability to deliver exceptional customer experiences at scale, manage a globally distributed, technical support team, and drive cross-functional improvements.

📌 Application Steps

To apply for this Customer Support Engineering Manager position at Vercel:

Customize Your Application: Tailor your resume and cover letter to highlight your relevant experience, skills, and passion for delivering exceptional customer experiences at scale.
Prepare Your Portfolio: Curate a portfolio that showcases your experience managing a globally distributed, technical support team, driving cross-functional improvements, and handling challenging customer support scenarios.
Research Vercel: Familiarize yourself with Vercel's products, company culture, and mission. Prepare thoughtful questions that demonstrate your interest in the role and Vercel's long-term success.
Practice Interview Questions: Review the technical and behavioral interview questions provided, and practice your responses using the tips and strategies outlined in this enhanced job description.
Submit Your Application: Apply through the application link provided, and follow up if you haven't heard back within a week.

📝 Enhancement Note: Vercel's application process is designed to evaluate your fit for the role and Vercel's company culture, with a focus on your ability to deliver exceptional customer experiences at scale, manage a globally distributed, technical support team, and drive cross-functional improvements.

Manager, Customer Support Engineering