Manager Customer Support
Manager Customer Support
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Job Description
Were looking for a Customer Support Manager to join Procores Solution on Demand organization.
In this role you will promote a highperformance and customerfocused culture while helping to build a team of toptier Customer Support Representatives. You will collaborate with other members of our global Support Management team to ensure client success and enhance employee satisfaction. This is a fantastic opportunity to lead a multilingual team and contribute to the longterm success of our EMEA customer base.
This is a hybrid position with onsite requirements at our Dublin office.
This position will report to the Senior Manager Customer Support in Ireland. Were looking for a candidate to join us immediately!
What youll do:
Led a highperforming team of 1015 Customer Support Representatives to deliver excellent customer experience and issue resolutions to Procores customers over email and live chat.
Foster a highperforming culture by conducting quality coaching leading by example and holding your team accountable to our Key Performance Indicators (KPIs)
Elevate Productivity by researching and driving process improvements to increase team efficiencies and effectiveness.
Analyze customer data to make informed decisions regarding team changes shift scheduling and staffing.
Promote smart growth by collaborating across all levels of Procore to establish best practices and drive improvements that enhance customer success and support Procores evolution as a regional market leader.
Empower your team members to take control of their careers by helping them develop and progress toward their professional goals.
Stay informed about process and product changes Procores strategy industry trends and best practices to support your team effectively.
Enhance employee satisfaction by cultivating a sense of belonging within the organization and local teams.
What were looking for:
Bachelors degree or equivalent experience.
Experience in a SaaS environment with 3 years of experience leading a customer support or technical support team in a contact center.
Experience working with customer relationship management (CRM) systems such as Salesforce Service Cloud Zendesk and ServiceNow and proficiency in other customer supportrelated software.
Excellent communication and escalation management skills with the ability to convey messages effectively to diverse stakeholders and audiences in written and verbal formats.
Demonstrated ability to lead independently and adapt your management style to rapid organizational and platform changes.
Strong business acumen with an understanding of the issues and challenges support organizations face.
Comprehensive knowledge of support metrics and key performance indicators (KPIs) with the capability to drive high performance within a support team.
Highly organized and detailoriented able to manage and contribute to projects prioritize workload effectively and meet commitments consistently.
#LIHybrid
Additional Information
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.
If youd like to stay in touch and be the first to hear about new roles at Procore join our Talent Community.
Additional Information :
Perks & Benefits
You are a person with dreams goals and ambitionsboth personally and professionally. Thats 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:
Health:
Private medical insurance for yourself and immediate family with no excess payments
Life and income protection insurance
Quarterly wellness stipend
Wealth:
Company pension plan
Employee stock purchase plan
Leisure: 25 days of paid holidays per year (in addition to public and company holidays)
Enrichment: Employee learning and development programmes and friends and family events
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.
If youd like to stay in touch and be the first to hear about new roles at Procore join our Talent Community.
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.
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
