Technical Customer Support Manager

 We’re looking for a Technical Customer Support Manager to join Procore’s Solution on Demand organization. 

In this role, you will promote a high-performance and customer-focused culture while helping to build a team of top-tier Technical Customer Support Representatives. You will collaborate with other members of our global Support Management team to ensure client success and enhance employee satisfaction. Following the exciting launch of our Cairo team in April of this year, this marks our very first local leadership hire. You’ll have a unique opportunity to shape the culture of this expanding site from day one while collaborating directly with our established global hubs. 

This is a hybrid position with a requirement to be on-site 3 days a week at our Cairo office.

This position will report to the Senior Manager, Technical Customer Support in Ireland. We’re looking for a candidate to join us immediately!

What you'll do:

• Lead and inspire a high-performing team of 10-15 Technical Customer Support Representatives to deliver an excellent customer experience globally, with a focus on the MENA region, via phone, live chat, and email.

• Foster a high-performing culture by conducting quality coaching, leading by example, and holding your team accountable to our Key Performance Indicators (KPIs)

• Serve as the Cairo Support Site Leader, managing local day-to-day support operations and clearing roadblocks to empower your team and our regional customers to resolve complex technical challenges.

• Elevate Productivity by researching and driving process improvements to increase team efficiencies and effectiveness.

• Analyze customer data to make informed decisions regarding team changes, shift scheduling, and staffing.

• Promote smart growth by collaborating across all levels of Procore to establish best practices and drive improvements that enhance customer success and support Procore’s evolution as a regional market leader.

• Empower your team members to take control of their careers by helping them develop and progress toward their professional goals.

• Stay informed about process and product changes, Procore’s strategy, industry trends, and best practices to support your team effectively.

• Enhance employee satisfaction by cultivating a sense of belonging within the organization and local teams.

What we’re looking for:

• University degree, technical academy certification, or equivalent practical experience in a high-growth tech environment.  

• Experience in a SaaS environment, with 3+ years of experience leading a customer support or technical support team in a contact center.

• Experience working with customer relationship management (CRM) systems such as Salesforce Service Cloud, Zendesk, and ServiceNow, and proficiency in other customer support-related software.

• Excellent communication and escalation management skills, with the ability to convey messages effectively to diverse stakeholders and audiences in written and verbal formats.

• Demonstrated ability to lead independently and adapt your management style to rapid organizational and platform changes.

• Strong business acumen with an understanding of the issues and challenges support organizations face.

• Comprehensive knowledge of support metrics and key performance indicators (KPIs), with the capability to drive high performance within a support team.

• Highly organized and detail-oriented, able to manage and contribute to projects, prioritize workload effectively, and meet commitments consistently.

• A self-starter who pairs a deep familiarity with the Cairo tech ecosystem and operational landscape with a proven passion for hiring, onboarding, and scaling a local team from scratch.