About careerforge
careerforge is a trailblazing cloud platform that empowers developers to build, scale, and secure the next generation of web experiences. With a suite of cutting‑edge tools—including the renowned Next.js framework and an AI‑first SDK—careerforge is at the forefront of the AI‑native web revolution. Our customers span the spectrum from fast‑growing fintech startups to global brands, all of whom rely on careerforge to deliver lightning‑fast, highly personalized digital experiences.
At careerforge, our mission is simple yet ambitious: enable the world to ship the best products. We believe that the best work is born in an environment where people feel empowered, supported, and inspired. Whether you’re building on our platform, supporting our customers, or shaping our story, you’ll find a culture that celebrates curiosity, collaboration, and continuous improvement.
About the Role
We are looking for a seasoned Customer Support Engineering Manager to lead our Customer Support Engineering (CSE) team as careerforge scales to new heights. This role is a blend of strategic leadership, hands‑on problem solving, and cross‑functional collaboration. You will inherit a well‑documented set of processes and policies, but you will also have the autonomy to re‑evaluate, refine, and innovate them to meet the demands of a rapidly evolving product ecosystem.
As a CSE Manager, you will be the catalyst for a high‑performing team that balances quality and volume, drives operational excellence, and delivers an exceptional customer experience at scale. Your influence will extend beyond day‑to‑day support—shaping product roadmaps, championing automation, and embedding a culture of continuous learning.
Key Responsibilities
- Scale and Optimize the CSE Team: Build, mentor, and grow a distributed support team that can handle increasing case volumes without compromising quality.
- Drive Process Excellence: Evaluate existing workflows, identify bottlenecks, and implement streamlined processes that reduce the need for customer escalations.
- Cross‑Functional Collaboration: Partner with Product, Engineering, and Customer Success to surface customer pain points, influence feature prioritization, and ensure seamless handoffs.
- Performance Management: Set measurable KPIs, conduct regular performance reviews, and create individualized growth plans for direct reports.
- Incident Management: Oversee the communication of incidents to customers, coordinate with engineering for rapid resolution, and conduct post‑mortem analyses.
- Tooling & Automation: Identify opportunities for tooling—such as knowledge bases, chatbots, or automated ticket routing—to improve efficiency and empower the team.
- Escalation Leadership: Handle high‑impact escalated cases, provide technical guidance, and ensure timely resolution.
- Team Culture & Advocacy: Foster a culture of ownership, transparency, and continuous improvement; represent the team’s voice in leadership forums.
- Recruitment & Onboarding: Source, interview, and onboard top talent who align with careerforge’s mission and values.
- Data‑Driven Decision Making: Analyze support metrics, identify trends, and proactively implement solutions to prevent recurring issues.
Essential Qualifications
- 5+ years of experience managing a globally distributed technical support or customer success team.
- Proven track record of setting and achieving KPIs, driving process improvements, and scaling support operations.
- Strong understanding of modern application development, deployment pipelines, and cloud infrastructure.
- Experience working in a fast‑paced, continuously evolving product environment.
- Exceptional communication skills—both written and verbal—across technical and non‑technical stakeholders.
- Demonstrated ability to make autonomous, long‑term decisions in the absence of direct leadership.
- Comfortable with asynchronous communication and remote collaboration across time zones.
- Ability to remain calm and decisive under pressure, especially during high‑impact incidents.
- Passion for mentoring, coaching, and developing high‑performing teams.
Preferred Qualifications
- Hands‑on experience with React, Next.js, or similar front‑end frameworks.
- Background in AI‑driven support solutions or chatbot development.
- Experience managing enterprise‑scale applications and global support operations.
- Familiarity with CDN technologies, DNS management, and performance monitoring.
- Experience building custom CI/CD pipelines or CLI tools.
- Track record of improving hiring processes and enhancing candidate experience.
Skills & Competencies
- Leadership & Influence: Inspire teams, drive change, and build consensus across functions.
- Strategic Thinking: Translate customer insights into product and process enhancements.
- Analytical Acumen: Leverage data to uncover root causes and measure impact.
- Technical Fluency: Understand the stack, deployment pipelines, and performance metrics.
- Customer‑Centric Mindset: Prioritize customer delight while balancing business objectives.
- Adaptability: Thrive in a dynamic environment with shifting priorities.
- Collaboration: Work effectively with cross‑functional teams and external partners.
- Continuous Learning: Stay current with industry trends, emerging technologies, and best practices.
Career Growth & Learning Opportunities
At careerforge, we believe that growth is a shared journey. As a CSE Manager, you will:
- Lead a high‑visibility initiative that directly impacts careerforge’s product roadmap and customer satisfaction.
- Participate in leadership forums, shaping the strategic direction of the company.
- Access to mentorship from senior leaders across product, engineering, and operations.
- Opportunities to attend industry conferences, workshops, and training programs.
- Potential to transition into broader product or engineering leadership roles based on performance and interest.
Work Environment & Culture
careerforge is built on a foundation of trust, transparency, and empowerment. Our remote‑first culture means you can work from anywhere while staying connected through:
- Asynchronous communication tools (Slack, Loom, Notion) that respect personal time.
- Regular virtual town halls and cross‑team syncs to foster collaboration.
- Flexible working hours with a focus on outcomes rather than strict schedules.
- A culture that celebrates experimentation, learning from failure, and celebrating wins.
- Inclusive hiring practices that value diverse perspectives and backgrounds.
Compensation & Benefits
While specific figures vary by role and experience, careerforge offers a competitive compensation package that includes:
- Base salary commensurate with market rates and experience.
- Equity options that allow you to share in careerforge’s long‑term success.
- Comprehensive health, dental, and vision coverage for you and your dependents.
- Generous paid time off (PTO) and a flexible vacation policy.
- Professional development stipend for courses, certifications, and conferences.
- Home‑office stipend to equip your workspace with the tools you need.
- Access to a global network of peers, mentors, and industry experts.
How to Apply
If you’re ready to lead a world‑class support team, drive product excellence, and shape the future of careerforge, we’d love to hear from you. Submit your resume and a brief cover letter outlining why you’re the perfect fit for this role.
Join careerforge and help us ship the best products—one customer experience at a time.
Apply for this job