Manager, Customer Support at Procore Technologies

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Job Description

Procore is looking for a Manager of Customer Support to grow a team of best-in-class Customer Support Representatives that provide front-line support via phone, email, and live chat to our clients. This person collaborates with other members of the Support Management team to create wildly successful clients, happy employees and drive the growth of Procore.

This position will report to the Senior Manager, Customer Support, and is based in our Austin, TX office. We’re looking for a candidate to join us immediately.

What you’ll do:

  • 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.

What we’re looking for:

  • 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

Additional Information

If you'd like to stay in touch and be the first to hear about new roles at Procore, join our Talent Community.

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. 

We are an equal opportunity employer and welcome builders of all backgrounds. We thrive in a diverse, dynamic, and inclusive environment. We do not tolerate discrimination against employees on the basis of age, color, disability, gender, gender identity or expression, marital status, national origin, political affiliation, race, religion, sexual orientation, veteran status, or any other classification protected by law.

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: generous paid vacation, employee stock purchase plan, enrichment and development programs, and friends and family events.

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Technology we use

  • Engineering
  • Sales & Marketing
    • .NETLanguages
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • RubyLanguages
    • ASP.NETFrameworks
    • Ruby on RailsFrameworks
    • SalesforceCRM

Location

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

What are Procore Technologies Perks + Benefits

Procore Technologies Benefits Overview

You are a person with dreams, goals, and ambitions—both personally and professionally. That's why we invest in our people through Learning & Development opportunities, Enrichment Programs, and providing the encouragement and resources to own your role.

Our offices are largely wall-and-door-free, and the company culture reinforces and celebrates creativity, autonomy, and ingenuity. We aim to create a work environment where our employees can say this is the best job they’ve ever had.

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Unconscious bias training
Diversity Employee Resource Groups
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Onsite Gym
Team workouts
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
Employee Stock Purchase Plan
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Adoption Assistance
Company sponsored family events
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Company Outings
Stocked Kitchen
Some Meals Provided
Happy Hours
Parking
Relocation Assistance
Home Office Stipend for Remote Employees
Professional Development Benefits
Job Training & Conferences
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Mentorship program
Time allotted for learning
Online course subscriptions available
Customized development tracks

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