What are the responsibilities and job description for the Manager Customer Support position at Procore Technologies?
We are seeking a Manager Customer Support to lead and expand a team of toptier Customer Support Representatives who deliver both frontline and dedicated support to our clients via phone email and live chat. In this role you will act as a trusted advisor to both your direct reports and Levelsets customers fostering strong relationships with internal and external stakeholders. Your primary focus will be on ensuring that Levelsets customers receive excellent support education and are fully integrated into our platform.
As a successful Manager Customer Support you will play a key role in establishing and maintaining positive customer relationships. You will also provide industry and technology thought leadership while embodying Procores values of Openness Optimism and Ownership. You will collaborate closely with our InstallBase Sales and Account Executive teams Customer Success and Research teams implementing best practices and solutions to guarantee that customers are positioned for success and are achieving their business goals.
This position reports to the Director of Customer Success. We are looking for someone to join us immediately.
What youll do :
Oversee and enhance the workflow of the team to achieve or surpass customer support SLAs
Lead inspire and develop a team of 35 Support Representatives and 1 Supervisor for our Premier Support Representatives
Mentor Customer Support Representatives and team leads to attain personal and professional goals
Manage customer escalations to ensure positive interactions and create referenceable customers
Analyze customer data to inform decisions on shift scheduling staffing team changes and programming
Research and implement process improvements to boost team efficiency and effectiveness
Identify issues and risks; initiate corrective actions and mitigation strategies as needed
Work with all levels of the Levelset and Procore organization to develop best practices to drive customer success and Procores evolution as a market leader
Coordinate the management of multiple operational and program work streams as needed
What were looking for :
4 years of experience managing support services or a call center in a SaaS environment
Experience with a ticketing system (e.g. Salesforce Service Cloud Desk)
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 and detailoriented with a natural inclination for planning strategy and tactics
Strong communication 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 :
Base Pay Range $72000 $99000. Eligible for Bonus Incentive Compensation. Procore is committed to offering competitive fair and commensurate compensation and has provided an estimated pay range for this role. Actual compensation will be based on a candidates jobrelated skills experience education or training and location.
Perks & Benefits
At Procore we invest in our employees and provide a full range of benefits and perks to help you grow and thrive. From generous paid time off and healthcare coverage to career enrichment and development programs learn more details about what we offer and how we empower you to be your best.
About Us
Procore Technologies is building the software that builds the world. We provide cloudbased construction management software that helps clients more efficiently build skysers 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 equalopportunity employer and welcome builders of all backgrounds. We thrive in a diverse dynamic and inclusive environment. We do not tolerate discrimination against candidates or employees on the basis of gender sex national origin civil status family status sexual orientation religion age disability race traveler community status as a protected veteran or any other classification protected by law.
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Alternative methods of applying for employment are available to individuals unable to submit an application through this site because of a disability. Contact our benefits team here to discuss reasonable accommodations.
For Los Angeles County (unincorporated) Candidates :
Procore will consider for employment all qualified applicants including those with arrest or conviction records in accordance with the requirements of applicable federal state and local laws including the City of Los Angeles Fair Chance Initiative for Hiring Ordinance the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.
A criminal history may have a direct adverse and negative relationship on the following job duties potentially resulting in the withdrawal of the conditional offer of employment : 1. appropriately managing accessing and handling confidential information including proprietary and trade secret information as well as accessing Procores information technology systems and platforms; 2. interacting with and occasionally having unsupervised contact with internal / external customers stakeholders and / or colleagues; and 3. exercising sound judgment.
Remote Work : Employment Type :
Fulltime
Salary : $72,000 - $99,000
