Manager, Customer Support

Job Description

Procore is looking for a Manager of Customer Support to grow a team of best-in-class Customer Support Representatives that provide front-line support via phone, email, and live chat to our clients. This person collaborates with other members of the Support Management team to create wildly successful clients, happy employees and drive the growth of Procore. 
This position will report to the Senior Manager, Customer Support, and is based remotely from anywhere in the US. 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 a ticketing system (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, Strong communications 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 $80,000 - $110,000. 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 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.