Vice President, Customer Support

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As Vice President of Customer Support, you will lead and manage a world-class team that supports thousands of customers across the world. You will be responsible for establishing policies, systems and team structures necessary to maintain the highest level of customer service. You will build and manage teams and take ownership over the optimization of team performance. You will work closely with clients and appropriate internal teams to quickly and effectively resolve issues. You will be the primary person responsible for maintaining and continuously improving our commitment to a world-class customer support organization.

 This position will be based in our expanding Austin, TX office!

 Responsibilities:

  • Drive Customer Support Outcomes - increase CSAT scores and ticket deflection, decrease response and resolution times across all ticket channels (email, phone, live chat), and cultivate Procore advocates in every client interaction
  • Measure Effectiveness of Customer Support - refine operational metrics for the team, create reporting and review cadences, provide status updates to executive team
  • Lead World-Class Customer Success Team - foster continuous learning environment across all support levels, recruit and hire top performers, and evolve onboarding program to reduce ramp time
  • Manage Support Rep Performance - track key metrics: number of tickets taken per week/month/year, average ticket handle time, average ticket resolution time, and quality assurance monitoring
  • Inspire Customer Support Across Company - create company-wide culture of Customer Success across the organization (Marketing, Product, Sales, Finance, Executive and HR)

Qualifications:

  • Minimum of 5+ years of experience leading customer-facing organizations overseeing a team of 30+ support professionals
  • Experience establishing, building and scaling domestic and international support offices (‘Follow the Sun’ support model)
  • Experience supporting multiple product lines
  • Enthusiastic and creative leader with the ability to inspire others and develop employees
  • An extensive history of delivering quality customer service over a variety of communication channels including experience over phone, email and live chat
  • Experience with software and support tools such as ZenDesk, JIRA and Salesforce
  • Strong empathy for customers AND passion for revenue and growth
  • Analytical and process-oriented mindset
  • Demonstrated desire for continuous learning and improvement
  • Excellent communication and presentation skills
  • Deep understanding of value drivers in SaaS subscription / recurring revenue business models
  • Ability to travel up to 25% to Procore headquarters and other offices
  • Relevant Bachelor’s degree; preference for computer science or related degrees

About Us

Procore Technologies is building the software that builds the world. We provide cloud-based construction management software that helps clients more efficiently build skyscrapers, hospitals, retail centers, airports, housing complexes and more. At Procore, we have worked hard to create and maintain a culture where you can own your work and are encouraged and given resources to try new ideas. Check us out on Glassdoor to see what others are saying about working at Procore. Our headquarters is located on the bluffs above the Pacific Ocean in Carpinteria, CA, with growing offices worldwide. To learn more about our team, click here.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Perks & Benefits

You are a person with dreams, goals, and ambitions—both personally and professionally. That's why we believe in providing benefits that not only match our Procore values (Openness, Optimism, and Ownership) but enhance the lives of our team members. Here are just a few of our benefit offerings: competitive health care plans, unlimited paid vacation, stock options, employee enrichment and development programs, and friends & family events.

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Location

Procore Austin is the second largest of our offices, occupying six floors in the Chase Tower at the center of downtown Austin.

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