Customer Support Manager, Procore
€72-99k
+ Eligible for Bonus Incentive Compensation + Employee stock purchase plan
1-5 days a week in office
Construction management platform
Be an early applicant
Construction management platform
1001+ employees
Be an early applicant
€72-99k
+ Eligible for Bonus Incentive Compensation + Employee stock purchase plan
1-5 days a week in office
1001+ employees
Company mission
To connect everyone in construction on a global platform.
Role
Who you are
- Bachelor's 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 centre
- Experience working with customer relationship management (CRM) systems such as Salesforce Service Cloud, Zendesk, and ServiceNow, and proficiency in other customer support-related 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 organisational and platform changes
- Strong business acumen with an understanding of the issues and challenges support organisations face
- Comprehensive knowledge of support metrics and key performance indicators (KPIs), with the capability to drive high performance within a support team
- Highly organised and detail-oriented, able to manage and contribute to projects, prioritise workload effectively, and meet commitments consistently
What the job involves
- In this role, you will promote a high-performance and customer-focused culture while helping to build a team of top-tier 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 long-term success of our EMEA customer base
- This is a hybrid position with on-site requirements at our Dublin office
- This position will report to the Senior Manager, Customer Support in Ireland. We’re looking for a candidate to join us immediately!
- Led a high-performing team of 10-15 Customer Support Representatives to deliver excellent customer experience and issue resolutions to Procore’s customers over email and live chat
- Foster a high-performing 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
- Analyse 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 Procore’s 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, Procore’s strategy, industry trends, and best practices to support your team effectively
- Enhance employee satisfaction by cultivating a sense of belonging within the organisation and local teams
Our take
Construction tech company Procore offers a cloud-based construction management platform. With substantial productivity gains and cost reductions on the table for construction companies that digitize more efficiently, Procore’s offerings are an attractive prospect for those operating in the industry.
Founded in 2002, Procore now serves over 15,000 businesses, providing a range of products for preconstruction, project management, and resource and financial management. Its platform is built atop multi-zone cloud infrastructure, and is able to house every app, document, and person involved in projects, providing visibility that simplifies processes for everyone involved.
With promising stock performance and a legacy position in the construction tech sector, Procore seems likely to continue a steady upward trajectory in this growing market. The company published its first Environmental, Social and Governance report in 2022, highlighting its commitment to work towards a more sustainable future, and has continued to develop integrations and partnerships to improve its offerings.
Steph
Company Specialist at Welcome to the Jungle
Insights
12% employee growth in 12 months
Company
Funding (last 2 of 11 rounds)
May 2020
$150m
LATE VC
Sep 2019
$94.9m
SERIES I
Total funding: $567.8m
Company benefits
- Comprehensive healthcare benefits, long-term disability, life insurance and other wellness resources
- Values-driven PTO that is based on openness, ownership and optimism – take the time you need when you need it
- Retirement benefits such as a 401k or RRSP with employer contribution (varies by country).
- Employee Stock Purchase Plan for eligible employees
- Employee enrichment program with classes and programs for personal and professional development
- Procore Perks - a reimbursable stipend for purpose-driven goods and services that support work/life well-being and physical and financial wellness
Company HQ
Carpinteria, CA
Leadership
Tooey Courtemanche
(CEO)Worked as a Software Engineer at Skip Steveley & Associates after graduating from the University of Arizona. They were also CEO of Webcage, a software consultancy company.
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