Manager, Customer Support
BoulevardSalary not specified
- Full Time
- Junior (1 to 2 years)
Not SpecifiedCompensation
Junior (1 to 2 years)Experience Level
Full TimeJob Type
UnknownVisa
Software as a Service (SaaS)Industries
Requirements
The Manager of Customer Support should possess a Bachelor's degree or equivalent preferred, along with 3+ years of experience in a SaaS environment and 3+ years of experience managing support services or a call center. They must have experience with a ticketing system such as Salesforce, Service Cloud, or Desk, and demonstrate the ability to lead independently and adapt their management style to rapid organizational changes. Strong communication skills and acute business acumen are also required, alongside experience operating in a customer support environment.
Responsibilities
This role involves managing, motivating, and developing a team of Customer Support Representatives to provide front-line support via phone, email, and live chat. The Manager will collaborate with other team members to create successful clients and drive Procore’s growth, coach team members, ensure SLAs are met, manage customer escalations, identify and mitigate issues, implement process improvements, and analyze customer data to inform decisions. They will also be responsible for researching and implementing best practices to enhance customer success and Procore’s market leadership.
Skills
Customer Support
Team Management
SaaS
Support Services
Call Center
Ticketing System
Salesforce
Service Cloud
Process Improvement
Data Analysis
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