Manager, Customer Support at Procore Technologies

Heredia, Heredia Province, Costa Rica

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Not SpecifiedCompensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Technology, ConstructionIndustries

Requirements

Bachelor’s degree or equivalent preferred
3+ years of experience in a SaaS environment
3+ years managing support services or a call center
Experience with CRM systems (Salesforce, Service Cloud, Desk, etc.)
Demonstrated ability to lead independently and adapt management style to rapid organizational and platform changes
Ability to successfully lead and empower diverse and inclusive teams
Highly organized, detail-oriented, and strategic in planning and execution
Strong communication skills with the ability to articulate messages to a variety of stakeholders and audiences
Experience operating and delivering results in a customer support environment
Preferred: Experience growing Support organizations in Costa Rica
Preferred: Experience managing employees in hybrid or on-site positions

Responsibilities

Manage, motivate, and develop a team of 10-15 Customer Support Representatives to deliver the best possible issue resolution to customers
Coach Customer Support Representatives and team leads to help them achieve personal and professional goals
Ensure individual workflow enables the team to meet or exceed customer support SLAs
Manage customer escalations to create positive interactions and referenceable customers
Collaborate with all levels of the organization to develop best practices that drive customer success and operational excellence
Identify issues and risks; initiate corrective actions and mitigation strategies as appropriate
Research and implement process improvements to increase team efficiencies and effectiveness
Analyze customer data to make informed decisions about team structure, programming, scheduling, and staffing

Skills

Key technologies and capabilities for this role

Team ManagementCustomer SupportCoachingSLA ManagementEscalation HandlingProcess ImprovementData AnalysisProblem SolvingLeadership

Questions & Answers

Common questions about this position

Is this position remote or on-site?

This is an on-site position based in the Heredia office in Costa Rica.

What experience is required for this role?

Candidates need 3+ years of experience in a SaaS environment and 3+ years managing support services or a call center, plus experience with CRM systems like Salesforce or Service Cloud.

What is the salary for this position?

This information is not specified in the job description.

What does the team look like for this role?

You will manage, motivate, and develop a team of 10-15 Customer Support Representatives.

What makes a strong candidate for this Manager role?

Strong candidates have demonstrated ability to lead diverse teams independently, adapt to changes, strong communication skills, and experience in customer support environments, preferably growing support organizations in Costa Rica.

Procore Technologies

Construction management software for project efficiency

About Procore Technologies

Procore Technologies provides construction management software that helps streamline and improve the efficiency of construction projects. Its platform includes a variety of tools that assist with different stages of construction, such as prequalification, bid management, estimating, quality and safety management, design coordination, and Building Information Modeling (BIM). This software allows construction teams to enhance communication and visibility between field and office operations, which helps ensure projects are completed on time and within budget. Procore stands out from its competitors by offering a comprehensive all-in-one solution and personalized support services, including training and resources tailored to the specific needs of different clients. The company's goal is to be a trusted partner for construction professionals worldwide, enabling them to successfully manage their projects and adapt to industry trends.

Carpinteria, CaliforniaHeadquarters

2003Year Founded

$552.3MTotal Funding

IPOCompany Stage

Industrial & Manufacturing, Enterprise SoftwareIndustries

1,001-5,000Employees

Benefits

Hybrid Work Options

Professional Development Budget

Risks

Increased competition from new entrants like OpenSpace could challenge Procore's market position.

Dependency on FYLD integration may pose risks if FYLD's platform encounters issues.

Adoption challenges or technical issues with Procore AI Solutions could impact user satisfaction.

Differentiation

Procore offers a comprehensive suite covering all construction stages, from preconstruction to closeout.

The platform integrates BIM and AI solutions, enhancing project management and safety.

Procore's global reach with over 1,000,000 projects in 125 countries sets it apart.

Upsides

Procore's AI solutions aim to boost efficiency and safety in construction management.

The FYLD integration resulted in a 12% productivity gain, enhancing field-office connectivity.

Investment by LMR Partners LLP indicates strong confidence in Procore's growth potential.

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