Manager of Customer Support, Procore
$80-110k
+ Bonus Incentive Compensation. Salary may vary by location.
Construction management platform
Posted today
Construction management platform
1001+ employees
Posted today
$80-110k
+ Bonus Incentive Compensation. Salary may vary by location.
1001+ employees
Company mission
To connect everyone in construction on a global platform.
Role
Who you are
- Bachelor's 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
What the job involves
- Procore is looking for a Manager of 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 wildly successful clients, happy employees and drive the growth of Procore
- This position will report to the Senior Manager, Customer Support, and is based remotely from anywhere in the US
- We’re looking for a candidate to join us immediately
- You'll 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 Procore’s 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
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
- Family building benefits including fertility treatments (with some medical plans) and cash benefits to support adoption and surrogacy
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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