Customer Support Team Lead
2 weeks ago
At Procore Technologies, we're seeking a skilled Customer Support Team Lead to join our Solution on Demand organization. This role offers an exceptional opportunity to promote a high-performance culture and drive customer satisfaction.
As a key member of our global Support Management team, you will collaborate with other leaders to ensure client success and enhance employee engagement. You will lead a multilingual team and contribute to the long-term growth of our EMEA customer base.
This hybrid position requires on-site work at our Dublin office, where you will report to the Senior Manager, Customer Support in Ireland. Our ideal candidate will thrive in a dynamic environment and possess excellent leadership skills.
Responsibilities include:
- Led a high-performing team of 10-15 Customer Support Representatives to deliver excellent customer experience and issue resolutions over email and live chat.
- Foster a high-performing culture by conducting quality coaching, leading by example, and holding your team accountable to Key Performance Indicators (KPIs).
- Elevate productivity by researching and driving process improvements to increase team efficiencies and effectiveness.
You will analyze customer data to make informed decisions regarding team changes, shift scheduling, and staffing. Your goal is to empower team members to take control of their careers by helping them develop and progress toward their professional goals.
A strong business acumen, combined with excellent communication and escalation management skills, is essential for this role. You will stay informed about process and product changes, industry trends, and best practices to support your team effectively.
We are an equal-opportunity employer and welcome builders of all backgrounds. If you'd like to learn more about our company culture, please visit Glassdoor to see what others are saying about working at Procore.
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