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. The primary goal of this role is to deliver exceptional customer experiences while driving team engagement, efficiency, and Procore’s continued growth.

As a Manager, Customer Support, you’ll partner with Support Management, cross-functional teams, and other stakeholders to coach your team, improve workflows, and ensure customer satisfaction. Use your leadership, analytical, and problem-solving skills to empower your team, optimize processes, and create positive client interactions. If you’re passionate about building high-performing support teams and delivering excellent customer experiences—join us today!

This position reports into the Senior Manager, Customer Support in Costa Rica and will be 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 the best possible issue resolution to customers.

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

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

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

• Collaborate with all levels of the organization to develop best practices that drive customer success and operational excellence.

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

• Research and implement process improvements to increase team efficiencies and effectiveness.

• Analyze customer data to make informed decisions about team structure, programming, scheduling, and staffing.

What we’re looking for:

• Bachelor’s degree or equivalent preferred.

• 3+ years of experience in a SaaS environment and 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 management style to rapid organizational and platform changes.

• Ability to successfully lead and empower diverse and inclusive teams.

• Highly organized, detail-oriented, and strategic in planning and execution.

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

• Experience operating and delivering results in a customer support environment.

Preferred:

• Experience growing Support organizations in Costa Rica.

• Experience managing employees in hybrid or on-site 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 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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