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Technical Support Lead

2 weeks ago

Dublin, Dublin City, Ireland Procore Technologies Full time

**Job Overview:**

We are seeking a highly skilled Technical Support Lead to join our team at Procore Technologies. In this role, you will be responsible for promoting a high-performance and customer-focused culture while building a team of top-tier customer support representatives.

**Responsibilities:

  • 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.
  • 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 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.