Manager, Customer Support

| Greater LA Area

Our Customer Support Managers are given the opportunity to grow a team of best in class Customer Support Representatives in the industry. Procore’s Customer Support team provides front line support via phone, email, and live chat to our clients. They collaborate with other members of the Support Management Team to create wildly successful clients, happy employees, and drive the growth of Procore.

This position is based in Carpinteria, CA.

Procore is seeking an individual responsible for:

  • Motivating and developing a team of Customer Support Representatives to deliver the best possible issue resolutions to customers
  • Envisioning, planning, and implementing customer success programs to improve customer usage, retention, and happiness
  • Collaborate with all levels of the Procore organization to develop best practices to further customer success and Procore’s evolution as a market leader
  • Coaching Customer Support Representatives and team leads to help them achieve personal and professional goals
  • Day-to-day management of 5-15 Customer Support Representatives at our Carpinteria, CA offices
  • Ensuring individual workflow enables the team to reach or exceed customer support service level agreements (SLAs)
  • Managing customer escalations to create positive interactions and referenceable customers
  • Collaborating with other Support Management Team members on process improvement
  • Partnering with Recruiting Team to hire world-class employees
  • Analyzing customer data to make informed decisions about changes to the team, programming, shift scheduling, staffing, etc.

Requirements:

  • 2+ years in SaaS environment or IT equivalent experience
  • 2+ years managing a team of Customer Support or IT Representatives
  • Understanding of customer support and customer success best practices
  • Experience with a ticketing system (Zendesk, Service Cloud, Desk, etc.)
  • Passion for customer support and its potential impact within a hyper growth SaaS company
  • Ability to manage and develop a team of customer-facing staff
  • Experience with incident management (e.g. outages) and customer communication
  • History of opportunistically identifying and implementing new programs that drive customer success and/or team development
  • Demonstrated ability to lead independently and adapt your management style to rapid organizational and platform changes
  • Experience hiring, coaching, and developing team members

About Us
Procore Technologies is building the software that builds the world. We provide cloud-based construction management software that helps clients more efficiently build skyscrapers, hospitals, housing complexes, and more. Our headquarters is located on the bluffs above the Pacific Ocean in Carpinteria, CA, with growing offices worldwide. Check us out on Glassdoor to see what others are saying about working at Procore!

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Perks & Benefits
You are a person with dreams, goals, and ambitions—both personally and professionally. That's why we believe in providing benefits that not only match our Procore values (Openness, Optimism, and Ownership) but enhance the lives of our team members. Here are just a few of our benefit offerings: competitive health care plans, flexible paid time off (Procore Values Time), employee enrichment and development programs, and volunteer days.

Read Full Job Description

Technology we use

  • Engineering
  • Sales & Marketing
    • .NETLanguages
    • JavascriptLanguages
    • RubyLanguages
    • Ruby on RailsFrameworks
    • SalesforceCRM

Location

Procore's Carpinteria campus is the largest of our offices, with multiple buildings spread along the coast and surrounding areas.

What are Procore Technologies Perks + Benefits

Procore Technologies Benefits Overview

You are a person with dreams, goals, and ambitions—both personally and professionally. That's why we invest in our people through Learning & Development opportunities, Enrichment Programs, and providing the encouragement and resources to own your role.

Our offices are largely wall-and-door-free, and the company culture reinforces and celebrates creativity, autonomy, and ingenuity. We aim to create a work environment where our employees can say this is the best job they’ve ever had.

Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Onsite Gym
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Game Room
Stocked Kitchen
Some Meals Provided
Happy Hours
Pet Friendly
Professional Development Benefits
Job Training & Conferences
More Jobs at Procore Technologies79 open jobs
All Jobs
Finance
Data + Analytics
Design + UX
Dev + Engineer
HR
Internships
Marketing
Operations
Product
Project Mgmt
Sales
Content
Sales
new
Los Angeles
Operations
new
Los Angeles
Operations
new
Los Angeles
Sales
new
Los Angeles
Sales
new
Los Angeles
Internships
new
Los Angeles
Sales
new
Los Angeles
Design + UX
new
Los Angeles
Marketing
new
Los Angeles
Finance
new
Los Angeles
Developer
new
Los Angeles
Project Mgmt
new
Los Angeles
Project Mgmt
new
Los Angeles
Developer
new
Los Angeles
Sales
new
Los Angeles
Operations
new
Los Angeles
Sales
new
Los Angeles
Operations
new
Los Angeles
Project Mgmt
new
Los Angeles
Finance
new
Los Angeles
Product
new
Los Angeles
Product
new
Los Angeles
Project Mgmt
new
Los Angeles
Internships
new
Los Angeles
Marketing
new
Los Angeles
Developer
new
Los Angeles
Marketing
new
Los Angeles
Developer
new
Los Angeles
Sales
new
Los Angeles
Sales
new
Los Angeles
Product
new
Los Angeles
Developer
new
Los Angeles
Operations
new
Los Angeles
Marketing
new
Los Angeles
Project Mgmt
new
Los Angeles
Developer
new
Los Angeles
Marketing
new
Los Angeles
Developer
new
Los Angeles
Developer
new
Los Angeles
Data + Analytics
new
Los Angeles
Finance
new
Los Angeles
Operations
new
Los Angeles
Developer
new
Los Angeles
Developer
new
Los Angeles
Marketing
new
Los Angeles
Developer
new
Los Angeles
Sales
new
Los Angeles
Design + UX
new
Los Angeles
Data + Analytics
new
Los Angeles
Developer
new
Los Angeles
Marketing
new
Los Angeles
Marketing
new
Los Angeles
Developer
new
Los Angeles
Design + UX
new
Los Angeles
Data + Analytics
new
Los Angeles
Sales
new
Los Angeles
Sales
new
Los Angeles
Operations
new
Los Angeles
Developer
new
Los Angeles
Finance
new
Los Angeles