Manager of Customer Support - Remote

Overview

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.

In Short

• Manage, motivate, and develop a team of 10-15 Customer Support Representatives.
• Collaborate with the Support Management team to enhance customer success.
• Coach team members to achieve personal and professional goals.
• Ensure team meets customer support SLAs.
• Manage customer escalations effectively.
• Identify issues and initiate corrective actions.
• Research and implement process improvements.
• Analyze customer data for informed decision-making.
• Requires a Bachelor's degree or equivalent.
• 3+ years of experience in SaaS and managing support services.

Requirements

• Experience with ticketing systems like Salesforce.
• Ability to adapt management style to changes.
• Strong communication skills.
• Acute business acumen.
• Experience in a customer support environment.

Benefits

• Generous paid time off.
• Healthcare coverage.
• Career enrichment and development programs.