Manager, Customer Support

Job Description

We’re looking for a Manager, Customer Support to join Procore’s Customer Support team. In this role, you’ll grow and lead a team of best-in-class Customer Support Representatives who provide our clients with front-line support via email and live chat. Your primary goal will be to empower your team to deliver exceptional customer experiences while helping drive Procore’s growth and success.

As a Manager, Customer Support, you’ll partner with other Support Management team members and cross-functional leaders to develop best practices, coach your team, and ensure customer satisfaction. Use your leadership skills, problem-solving mindset, and experience in SaaS support environments to inspire your team and deliver measurable impact. If you’re excited to help build wildly successful clients and happy employees, we’d love for you to join us.

This position reports to the Senior Manager, Customer Support in Costa Rica and is a hybrid role based in our Heredia office. We’re looking for someone to join us immediately.

What you’ll do:

• Manage, motivate, and develop a team of 10–15 Customer Support Representatives to deliver timely, effective issue resolution

• Collaborate with all levels of the organization to shape best practices and strengthen Procore’s position as a market leader

• Coach and mentor team members to help them achieve personal and professional goals

• Ensure team workflows align with customer support SLAs and exceed performance targets

• Manage customer escalations to create positive, lasting experiences

• Identify issues and risks, and implement corrective actions and mitigation strategies as needed

• Research and implement process improvements to increase efficiency and effectiveness

• Analyze customer data to make informed decisions around programming, scheduling, staffing, and team needs

What we’re looking for:

• Bachelor’s degree or equivalent preferred

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

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

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

• Proven success leading and empowering diverse and inclusive teams

• Strong organizational and strategic planning skills

• Solid business acumen with the ability to navigate organizational challenges

• Excellent communication skills with the ability to tailor messaging to different stakeholders

Preferred

• Experience working in growing Support organizations in Costa Rica

• Experience managing employees in both on-site and hybrid settings

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 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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