Manager, Customer Support

Summary

Join Procore as a Manager of Customer Support and lead a team of 10-15 representatives providing front-line support via phone, email, and live chat. Collaborate with various teams to enhance customer success and drive Procore's growth. Coach and develop your team to achieve personal and professional goals, ensuring they meet or exceed support SLAs. Manage customer escalations, identify and mitigate risks, and implement process improvements to boost team efficiency. Analyze customer data to inform strategic decisions regarding team structure, scheduling, and staffing. This remote position, based anywhere in the US, reports to the Senior Manager, Customer Support.

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

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

Benefits

• Eligible for Bonus Incentive Compensation
• Generous paid time off
• Healthcare coverage
• Career enrichment and development programs