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Job Source: Streamline™, CA, United States
**Manager, Customer Support**
* Remote, CA
* Employees can work remotely
* Full-time
**Job Description**
Procore is looking for a **Manager, 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 successful clients, happy employees, and drive the growth of Procore.
This position will report to the Senior Manager, Customer Support, and is based remotely. Were looking for a candidate to join us immediately.
**What youll 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 Procores 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 were looking for:**
* Bachelors 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 .
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 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 ambitionsboth 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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Manager, Customer Support jobs in , CA, United States
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