Manager, Customer Support

Job Description

We are seeking a Manager, Customer Support to lead and expand a team of top-tier Customer Support Representatives who deliver both front-line and dedicated support to our clients via phone, email, and live chat. In this role, you will act as a trusted advisor to both your direct reports and Levelset's customers, fostering strong relationships with internal and external stakeholders. Your primary focus will be on ensuring that Levelset's customers receive excellent support, education, and are fully integrated into our platform.

As a successful Manager, Customer Support, you will play a key role in establishing and maintaining positive customer relationships. You will also provide industry and technology thought leadership while embodying Procore's values of Openness, Optimism, and Ownership. You will collaborate closely with our Install-Base Sales and Account Executive teams, Customer Success, and Research teams, implementing best practices and solutions to guarantee that customers are positioned for success and are achieving their business goals.

This position reports to the Director of Customer Success. We are looking for someone to join us immediately.

What you’ll do:

• Oversee and enhance the workflow of the team to achieve or surpass customer support SLAs

• Lead, inspire, and develop a team of 3-5 Support Representatives and 1 Supervisor for our Premier Support Representatives

• Mentor Customer Support Representatives and team leads to attain personal and professional goals

• Manage customer escalations to ensure positive interactions and create referenceable customers

• Analyze customer data to inform decisions on shift scheduling, staffing, team changes, and programming

• Research and implement process improvements to boost team efficiency and effectiveness

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

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

• Coordinate the management of multiple operational and program work streams as needed

What we’re looking for:

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

• Experience with a ticketing system (e.g. Salesforce, Service Cloud, Desk)

• Demonstrated ability to lead independently and adapt 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

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

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

• Experience operating and delivering results in a customer support environment

Additional Information

Base Pay Range $72,000 - $99,000. Eligible for Bonus Incentive Compensation. Procore is committed to offering competitive, fair, and commensurate compensation, and has provided an estimated pay range for this role. Actual compensation will be based on a candidate’s job-related skills, experience, education or training, and location.

Perks & Benefits

At Procore, we invest in our employees and provide a full range of benefits and perks to help you grow and thrive. From generous paid time off and healthcare coverage to career enrichment and development programs, learn more details about what we offer and how we empower you to be your best.

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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Alternative methods of applying for employment are available to individuals unable to submit an application through this site because of a disability. Contact our benefits team here to discuss reasonable accommodations.

For Los Angeles County (unincorporated) Candidates:

Procore will consider for employment all qualified applicants, including those with arrest or conviction records, in accordance with the requirements of applicable federal, state, and local laws, including the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance, the Los Angeles County Fair Chance Ordinance for Employers, and the California Fair Chance Act.

A criminal history may have a direct, adverse, and negative relationship on the following job duties, potentially resulting in the withdrawal of the conditional offer of employment: 1. appropriately managing, accessing, and handling confidential information including proprietary and trade secret information, as well as accessing Procore's information technology systems and platforms; 2. interacting with and occasionally having unsupervised contact with internal/external customers, stakeholders, and/or colleagues; and 3. exercising sound judgment.