Customer Support Team Lead
2 weeks ago
At Procore Technologies, Inc., we are building the software that builds the world. We provide cloud-based construction management software that helps clients more efficiently build skyscrapers, hospitals, retail centers, airports, housing complexes, and more.
Job SummaryWe are looking for a high-performing Senior Customer Service Manager to join our team in Dublin. As a Senior Customer Service Manager, you will promote a 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.
About this Role- 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.
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