Job Ad

We’re looking for an ERP Support Manager to join Procore’s Global Support department. In this role, you’ll lead a technical team dedicated to digitizing the construction industry by solving complex puzzles at the intersection of construction and finance. Your primary goal is to empower a product that impacts the way the world is built while establishing a high-standard support presence in our expanding Costa Rica site. 

As an ERP Support Manager, you’ll partner with cross-border global teams to foster a local culture of excellence and manage technical support operations. Use your leadership, technical expertise, and problem-solving skills to ensure high-quality service delivery and successfully scale our presence in Costa Rica. This is a significant opportunity to be our first ERP leader in Costa Rica and directly influence how the world’s most underserved industry evolves—Join us!

This position reports into the Senior Manager of ERP Support and is a hybrid role (3x per week) based in our Heredia office located at Centro de Ciencia y Tecnologia Ultrapark (Ultrapark 1,) Edificio 7B, Piso 3. We’re looking for someone to join us immediately.

What You’ll Do

• Hire, motivate, and develop a team of 10-15 Integration Support Specialists with a focus on career growth, coaching performance and empowering your team.

• Monitor KPIs and manage workflows using data-driven logic to ensure the team consistently meets or exceeds ERP Support SLAs.

• Manage high-priority customer escalations and lead post-mortems to identify risks and implement long-term mitigation.

• Partner with cross-functional departments to align on process standardization and break down departmental silos.

• Challenge the status quo by applying lessons learned from previous Support transformations to refine the tech stack, SOPs, and cross-functional processes.

• Address conflicts directly and with respect, embracing candid conversations to remove obstacles for the team.

• Set and execute ambitious goals that drive measurable technical performance and team results.

• Secure buy-in for organizational changes from both frontline staff and executives to ensure team adaptability.

What We’re Looking For

• Bachelor’s degree or equivalent experience with 3+ years of experience managing technical support teams within a SaaS environment.

• Hands-on experience working with CRM systems such as Salesforce Service Cloud, Zendesk, or ServiceNow, and a strong operational understanding of support-related software, including WFM tools and principles.

• Demonstrated ability to build out KPIs and use data-driven insights to improve team effectiveness.

• Proven track record of leading teams through rapid organizational growth and platform changes with a strategic mindset.

• Strong ability to translate the “Why” behind company goals and communicate technical concepts to diverse audiences.

• Familiarity with ERP Accounting integrations is highly preferred.

• Natural inclination for fostering a culture of transparency, accountability, and optimism.

• Ability to work a hybrid schedule, with 3 days per week on-site at our Heredia office.