Full-Time Customer Support Manager

Procore is seeking a Manager of Customer Support to lead a team of top-tier Customer Support Representatives. This role involves providing front-line support to clients via phone, email, and live chat.

Responsibilities Include:

1. Manage, motivate, and develop a team of 10-15 Customer Support Representatives.
2. Collaborate with Procore teams to develop best practices for customer success and company growth.
3. Coach Representatives and team leads to achieve individual and team goals.
4. Ensure adherence to customer support Service Level Agreements (SLAs).
5. Manage customer escalations effectively.
6. Identify and mitigate issues and risks.
7. Implement process improvements for increased team efficiency.
8. Analyze customer data to inform decisions about team changes, scheduling, and staffing.

Qualifications:

• Bachelor's degree or equivalent
• 3+ years of SaaS experience, 3+ years of support services or call center management experience
• Experience with a ticketing system (e.g., Salesforce, Service Cloud, Desk)
• Ability to lead independently and adapt to organizational changes
• Strong leadership skills, ability to lead diverse teams
• Highly organized and detail-oriented
• Excellent communication skills
• Strong business acumen
• Experience in customer support

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