Manager, Customer Support Engineering Hybrid - San Francisco
Manager, Customer Support Engineering Hybrid - San Francisco

Manager, Customer Support Engineering Hybrid - San Francisco

London Full-Time 100000 - 140000 £ / year (est.) No home office possible
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At a Glance

  • Tasks: Lead a dynamic team to deliver exceptional customer support experiences.
  • Company: Join Vercel, the creators of Next.js, empowering developers worldwide.
  • Benefits: Enjoy competitive pay, flexible time off, and a supportive work environment.
  • Why this job: Be part of a fast-paced culture focused on innovation and customer satisfaction.
  • Qualifications: 5+ years in technical management with a passion for mentoring and growth.
  • Other info: Hybrid role with in-office days in SF, NY, London, or Berlin.

The predicted salary is between 100000 - 140000 £ per year.

About Vercel:

Vercel gives developers 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 helps customers like Ramp, Supreme, PayPal, and Under Armour build for the AI-native web.

Our mission is to enable the world to ship the best products. That starts with creating a place where everyone can do their best work. Whether you\’re building on our platform, supporting our customers, or shaping our story: You can just ship things.

About the Role:

We are seeking to hire an experienced Manager for our Customer Success Engineering (CSE) team who has a strong focus on both velocity and quality and a desire to deliver a customer experience beyond all expectations. This role inherits an existing team with a variety of experience levels with the opportunity to build out further to ensure an adequate level of coverage for our customers. You will join two other regional managers and find a set of well documented processes, policies, and expectations, although there is considerable scope and expectation to re-evaluate and simplify these, in the name of continually improving outcomes for customers alongside our efficiency.

You will be driven by working with and expanding the team with exceptional people who care deeply about providing the best customer experience, and this will be reflected in your approach to hiring—world-class talent that understands the right balance between digging deep and moving fast. You won\’t just be a people manager; you’ll also be a hands-on leader who is both technically capable and willing to jump in, setting the tone for the team through direct contribution. You will focus on scaling and efficiency, identifying and implementing solutions that reduce the need for customers to contact support while building partnerships across the company that allow your team to get the help they need and finding the balance between human and technical solutions. You will understand the importance of growing a support team in such a way that it can continually improve the customer experience while not scaling linearly with incoming cases—ambitious and bold ideas are strongly encouraged.

This role is fast paced and while regular office hours will suffice most of the time, you must be prepared for flexibility during busier times or when unexpected issues arise, as such, we utilize out of hours paging where required. You will have ample support from leadership at all times, alongside other CSE managers in alternate timezones. Ultimately, the desire to deliver exceptional customer experiences at scale is what will motivate you and help you and your team achieve success through a variety of means that you will have direct influence over.

If you’re based within a pre-determined commuting distance of one of our offices (SF, NY, London, or Berlin), the role includes in-office anchor days on Monday, Tuesday, and Friday. If you\’re located beyond that distance, the role is fully remote. For location-specific details, please connect with our recruiting team.

What You Will Do:

  • 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.

About You:

  • 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 management role.

Bonus If You:

  • Are experienced in frontend development using React and Next.js.
  • Are experienced with AI solutions for support teams.
  • Have taken part in support tooling migrations or new instance setups.
  • Have worked with a CDN on a regular basis.
  • Understand, and can communicate, matters regarding DNS.
  • Have created a custom CI/CD pipeline or CLI tool.
  • Have experience working with Enterprise applications at global scale.

Benefits:

  • Competitive compensation package, including equity.
  • Inclusive Healthcare Package.
  • Learn and Grow – we provide mentorship and send you to events that help you build your network and skills.
  • Flexible Time Off.
  • We will provide you the gear you need to do your role, and a WFH budget for you to outfit your space as needed.

The San Francisco, CA base pay range for this role is $140,000-$210,000. Actual salary will be based on job-related skills, experience, and location. Compensation outside of San Francisco may be adjusted based on employee location, and the total package includes benefits and equity-based compensation. Your recruiter can share more details during the hiring process.

Vercel is committed to fostering and empowering an inclusive community within our organization. We do not discriminate on the basis of race, religion, color, gender expression or identity, sexual orientation, national origin, citizenship, age, marital status, veteran status, disability status, or any other characteristic protected by law. Vercel encourages everyone to apply for our available positions, even if they don\’t necessarily check every box on the job description.

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Manager, Customer Support Engineering Hybrid - San Francisco employer: vercel.com

Vercel is an exceptional employer that prioritises a culture of innovation and collaboration, providing employees with the tools and support needed to excel in their roles. With a strong focus on mentorship and professional growth, team members are encouraged to develop their skills while contributing to meaningful projects that shape the future of web development. Located in the vibrant tech hub of San Francisco, Vercel offers competitive compensation, flexible time off, and a commitment to inclusivity, making it an ideal workplace for those seeking a rewarding career in customer support engineering.
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Contact Detail:

vercel.com Recruiting Team

StudySmarter Expert Advice 🤫

We think this is how you could land Manager, Customer Support Engineering Hybrid - San Francisco

✨Tip Number 1

Familiarise yourself with Vercel's products, especially Next.js and their AI SDK. Understanding the tools and technologies they offer will not only help you in interviews but also demonstrate your genuine interest in the company.

✨Tip Number 2

Network with current or former employees of Vercel on platforms like LinkedIn. Engaging in conversations about their experiences can provide valuable insights into the company culture and expectations, which you can leverage during your application process.

✨Tip Number 3

Prepare to discuss specific examples from your past experience that showcase your ability to balance speed and quality in customer support. Highlighting your technical leadership skills and how you've resolved complex issues will resonate well with the hiring team.

✨Tip Number 4

Stay updated on industry trends related to customer support engineering and AI solutions. Being knowledgeable about the latest advancements will allow you to contribute meaningfully to discussions and show that you're proactive about continuous learning.

We think you need these skills to ace Manager, Customer Support Engineering Hybrid - San Francisco

Customer Experience Management
Technical Leadership
Team Performance Evaluation
KPI Management
Cross-Functional Collaboration
Incident Communication
Mentoring and Coaching
Problem-Solving Skills
Technical Knowledge in Application Development
Experience with Distributed Support Teams
Efficiency Improvement Strategies
Ability to Handle Pressured Situations
Autonomous Work Capability
Understanding of Modern Development Tools
Experience in Frontend Development (React, Next.js)
Knowledge of AI Solutions for Support
CI/CD Pipeline Creation
DNS Communication Skills

Some tips for your application 🫡

Tailor Your CV: Make sure your CV highlights relevant experience in customer support engineering and technical management. Emphasise your ability to balance speed and quality, as well as any experience with globally distributed teams.

Craft a Compelling Cover Letter: In your cover letter, express your passion for delivering exceptional customer experiences. Mention specific examples of how you've improved team performance or handled escalated cases in the past.

Showcase Technical Skills: Since the role requires technical knowledge in modern application development, be sure to include any relevant skills, such as experience with React, Next.js, or AI solutions for support teams. Highlight any projects that demonstrate these skills.

Prepare for Potential Questions: Anticipate questions related to your leadership style, experience with KPIs, and how you handle pressure. Be ready to discuss how you would approach building a high-performing customer support team at Vercel.

How to prepare for a job interview at vercel.com

✨Understand Vercel's Mission

Before your interview, make sure you have a solid grasp of Vercel's mission and values. Familiarise yourself with their products like Next.js and how they empower developers. This will help you align your answers with the company's goals and demonstrate your genuine interest.

✨Showcase Your Technical Leadership

As a Manager for Customer Support Engineering, you'll need to exhibit your technical expertise. Be prepared to discuss your experience in resolving technical issues and leading teams. Share specific examples where you've balanced speed and quality in customer outcomes.

✨Prepare for Scenario-Based Questions

Expect questions that assess your problem-solving skills and ability to handle escalated cases. Think of scenarios from your past experiences where you successfully managed difficult situations or improved team performance. Use the STAR method (Situation, Task, Action, Result) to structure your responses.

✨Emphasise Cross-Functional Collaboration

Vercel values collaboration across departments. Be ready to discuss how you've worked with product teams or other stakeholders to drive improvements. Highlight any experiences where you engaged with different teams to enhance customer support processes.

Manager, Customer Support Engineering Hybrid - San Francisco
vercel.com

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  • Manager, Customer Support Engineering Hybrid - San Francisco

    London
    Full-Time
    100000 - 140000 £ / year (est.)

    Application deadline: 2027-08-11

  • V

    vercel.com

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