Manager, Customer Support

2 weeks ago

Dublin, Dublin City, Ireland Procore Technologies Full time

Job Description

We're looking for a Customer Support Manager to join Procore's Solution on Demand organization.

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

What you'll do:

  1. 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.
  2. Foster a high-performing culture by conducting quality coaching, leading by example, and holding your team accountable to our Key Performance Indicators (KPIs).
  3. Elevate productivity by researching and driving process improvements to increase team efficiencies and effectiveness.
  4. Analyze customer data to make informed decisions regarding team changes, shift scheduling, and staffing.
  5. 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.
  6. Empower your team members to take control of their careers by helping them develop and progress toward their professional goals.
  7. Stay informed about process and product changes, Procore's strategy, industry trends, and best practices to support your team effectively.
  8. Enhance employee satisfaction by cultivating a sense of belonging within the organization and local teams.

What we're looking for:

  1. Bachelor's degree or equivalent experience.
  2. Experience in a SaaS environment, with 3+ years of experience leading a customer support or technical support team in a contact center.
  3. Experience working with customer relationship management (CRM) systems such as Salesforce Service Cloud, Zendesk, and ServiceNow, and proficiency in other customer support-related software.
  4. Excellent communication and escalation management skills, with the ability to convey messages effectively to diverse stakeholders and audiences in written and verbal formats.
  5. Demonstrated ability to lead independently and adapt your management style to rapid organizational and platform changes.
  6. Strong business acumen with an understanding of the issues and challenges support organizations face.
  7. Comprehensive knowledge of support metrics and key performance indicators (KPIs), with the capability to drive high performance within a support team.
  8. Highly organized and detail-oriented, able to manage and contribute to projects, prioritize workload effectively, and meet commitments consistently.
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