Customer Support Manager

Summary

Join Procore as a Manager, Customer Support and lead a team of Customer Support Representatives providing email and live chat support. Collaborate with other support managers to ensure client success and employee satisfaction, driving Procore's growth. This hybrid role requires on-site presence at our Heredia office and reports to the Senior Manager, Customer Support in Costa Rica. Immediate start is preferred. You will manage, motivate, and develop a team, collaborate across departments, coach team members, ensure SLA achievement, manage escalations, identify and mitigate risks, implement process improvements, and analyze customer data to inform strategic decisions.

Requirements

• 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 CRM systems (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
• Acute business acumen and understanding of business organizational issues and challenges
• Experience operating and delivering results in a customer support environment
• Strong communication skills with the ability to articulate messages to a variety of stakeholders and audiences

Responsibilities

• 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

Preferred Qualifications

• Experience in working in growing Support organizations in Costa Rica
• Experience managing employees on-site and in hybrid positions