Manager, Customer Support

Job Description

Procore is looking for a Manager, Customer Support to grow a team of best-in-class Customer Support Representatives who provide our clients with front-line support via email and live chat. This person would collaborate with other Support Management team members to create wildly successful clients and happy employees and drive Procore's growth.

This is a hybrid position with on-site requirements at our Heredia office. 

This position will report to the Senior Manager, Customer Support in Costa Rica. We’re looking for a candidate to join us immediately.

What you’ll do:

• Manage, motivate, and develop a team of 10-15 Customer Support Representatives to deliver the best possible issue resolution to customers

• Collaborate with all levels of the Procore organization to develop best practices to further customer success and Procore’s evolution as a market leader

• Coach Customer Support Representatives and team leads to help them achieve personal and professional goals

• Ensure individual workflow enables the team to reach or exceed customer support SLAs

• Manage customer escalations to create positive interactions and referenceable customers

• Identify issues and risks; initiate corrective actions and mitigation strategies as appropriate

• Research and implement process improvements to increase team efficiencies and effectiveness while coordinating the management of multiple operational and program work streams as needed 

• Analyze customer data to make informed decisions about changes to the team, programming, shift scheduling, staffing, etc.

What we’re looking for:

• Bachelor's degree or equivalent preferred

• 3+ years of experience in a SaaS environment, 3+ years of experience managing support services or a call center

• Experience with CRM systems (Salesforce, Service Cloud, Desk, etc.)

• Demonstrated ability to lead independently and adapt your management style to rapid organizational and platform changes

• Ability to successfully lead and empower diverse and inclusive teams

• Highly organized and detail-oriented with a natural inclination for planning strategy and tactics

• Acute business acumen and understanding of business organizational issues and challenges

• Experience operating and delivering results in a customer support environment

• Strong communication skills with the ability to articulate messages to a variety of stakeholders and audiences

Preferred

• Experience in working in growing Support organizations in Costa Rica 

• Experience managing employees on-site and in hybrid positions

Additional Information

About Us

Procore Technologies is building the software that builds the world. We provide cloud-based construction management software that helps clients more efficiently build skyscrapers, hospitals, retail centers, airports, housing complexes, and more. At Procore, we have worked hard to create and maintain a culture where you can own your work and are encouraged and given resources to try new ideas. Check us out on Glassdoor to see what others are saying about working at Procore.

We are an equal-opportunity employer and welcome builders of all backgrounds. We thrive in a diverse, dynamic, and inclusive environment. We do not tolerate discrimination against candidates or employees on the basis of gender, sex, national origin, civil status, family status, sexual orientation, religion, age, disability, race, traveler community, status as a protected veteran or any other classification protected by law.

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