We’re looking for a Customer Support Representative (CSR) to join our global customer support team.
In this role, you'll leverage your technical problem-solving and people skills to provide first-contact resolutions, enabling clients to confidently use and advocate for Procore's platform.
As a CSR, you will assist our customers via email, chat, and phone while collaborating with other support teams and internal stakeholders to provide effective solutions and an excellent customer experience.
When you join our Support organization, we will support your professional development, opening up numerous opportunities for long-term career growth both within and outside our organization.
This position reports to Manager, Customer Support, and is a hybrid role based in our Heredia, Costa Rica office (3 days in-office, 2 days from home)
If you thrive in a dynamic, diverse, and fast-paced environment, Procore and Customer Support is the place for you!
What you’ll do:
Deliver best-in-class customer experiences by managing cases through phone, chat, and email inquiries, enabling customers to achieve their goals with Procore’s software.
Troubleshoot technical issues, diagnose root causes, and find answers through established resources.
Acquire and maintain a thorough understanding of Procore’s business model, system, and technologies to educate customers and optimize their use of Procore’s software products and integrations.
Meet and exceed key performance indicators (KPIs), such as schedule adherence, quality coaching, customer satisfaction, and first-contact resolution.
Partner with Procore SMEs/departments to resolve complex customer issues and manage cases to resolution, leveraging strong collaboration skills.
Maintain diligent attention to detail and ensure the integrity of accurate documentation, record keeping, and data security.
Demonstrate a positive attitude and respect for coworkers and customers, building and maintaining warm working relationships.
Convey Procore’s culture and values of Openness, Optimism, and Ownership in every interaction, adhering to ethical standards.
What we’re looking for:
Fluent English speaker; subject to verification via assessment.
1+ years of experience in a contact center or technical support environment; or 2+ years of related customer support experience
Must communicate optimistically, clearly, and professionally with clients to handle client inquiries; this is subject to verification via assessment.
Eagerness and ability to learn quickly, remain agile, adapt to a changing product, and follow processes and procedures
Strong multitasking skills with the ability to self-manage workload while providing extraordinary client experiences
Critical thinker with the ability to assess and provide proactive advice and solutions; efficiently escalate client cases quickly, when appropriate.
Reliable self-starter with excellent attendance and time management skills.
High School Diploma or GED required.
Skills Required
- Fluent English speaker (subject to verification via assessment)
- 1+ years in a contact center or technical support environment, or 2+ years related customer support experience
- Clear, optimistic, and professional communication skills (subject to verification via assessment)
- Eagerness and ability to learn quickly, adapt to changing products, and follow processes
- Strong multitasking skills and ability to self-manage workload
- Critical thinking to assess issues, provide proactive solutions, and escalate appropriately
- Reliable self-starter with excellent attendance and time management
- High School Diploma or GED
- Ability to work hybrid in Heredia, Costa Rica (3 days in-office, 2 days remote)
Procore Technologies Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Procore Technologies and has not been reviewed or approved by Procore Technologies.
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Parental & Family Support — Family-building benefits such as fertility assistance on eligible plans, cash support for adoption and surrogacy, and substantial paid parental leave with a supported return-to-work indicate strong support for parents. Feedback suggests these offerings are a standout component of the total rewards package.
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Leave & Time Off Breadth — Open PTO with no accruals, a company-wide Wellness Week, and separate sick time reflect broad time-off flexibility. Feedback suggests employees value the ability to take time away in addition to standard holidays.
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Wellbeing & Lifestyle Benefits — A quarterly Procore Perks stipend, mental-health resources through an EAP/Modern Health, and free meals/snacks with WFH reimbursements demonstrate ongoing investment in wellbeing and daily convenience. Feedback suggests these benefits add meaningful everyday value beyond base pay.
Procore Technologies Insights
What We Do
At Procore Technologies, we’re collectively building towards what’s next for our employees, industry, customers, and global communities. Our cloud-based construction management software streamlines the entire lifecycle of a construction project, connecting field and office teams, centralizing data to mitigate risks, providing real-time financials, and more to help clients efficiently build everything from skyscrapers to hospitals to airports. Procore was founded in 2002, and we’ve since grown into a global company of groundbreakers working throughout North America, EMEA, and APAC. Coming together from across diverse backgrounds to be our best, we embrace a culture of ownership and excellence that gives our teams the tools to grow and thrive as they shape their careers – and the Procore of tomorrow. To learn more about Procore and how you can build what comes next for your career, visit us at https://careers.procore.com/.
Why Work With Us
We make each other better at Procore. Here, your career is not pre-defined and it can take many paths. While you own your career, we provide you with the support and opportunities to help you succeed. You can help us transform an industry while you are transforming your career.
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