We’re looking for a Manager, Customer Support to join Procore’s Customer Support team. In this role, you’ll grow and lead a team of best-in-class Customer Support Representatives who provide our clients with front-line support via email and live chat. Your primary goal will be to empower your team to deliver exceptional customer experiences while helping drive Procore’s growth and success.
As a Manager, Customer Support, you’ll partner with other Support Management team members and cross-functional leaders to develop best practices, coach your team, and ensure customer satisfaction. Use your leadership skills, problem-solving mindset, and experience in SaaS support environments to inspire your team and deliver measurable impact. If you’re excited to help build wildly successful clients and happy employees, we’d love for you to join us.
This position reports to the Senior Manager, Customer Support in Costa Rica and is a hybrid role based in our Heredia office. We’re looking for someone to join us immediately.
What you’ll do:
Manage, motivate, and develop a team of 10–15 Customer Support Representatives to deliver timely, effective issue resolution
Collaborate with all levels of the organization to shape best practices and strengthen Procore’s position as a market leader
Coach and mentor team members to help them achieve personal and professional goals
Ensure team workflows align with customer support SLAs and exceed performance targets
Manage customer escalations to create positive, lasting experiences
Identify issues and risks, and implement corrective actions and mitigation strategies as needed
Research and implement process improvements to increase efficiency and effectiveness
Analyze customer data to make informed decisions around programming, scheduling, staffing, and team needs
What we’re looking for:
Bachelor’s degree or equivalent preferred
3+ years of experience in a SaaS environment, plus 3+ years managing support services or a call center
Experience with CRM systems (Salesforce, Service Cloud, Desk, etc.)
Demonstrated ability to lead independently and adapt to rapid organizational and platform changes
Proven success leading and empowering diverse and inclusive teams
Strong organizational and strategic planning skills
Solid business acumen with the ability to navigate organizational challenges
Excellent communication skills with the ability to tailor messaging to different stakeholders
Preferred
Experience working in growing Support organizations in Costa Rica
Experience managing employees in both on-site and hybrid settings
Additional Information
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, retail centers, airports, housing complexes, and more. At Procore, we have worked hard to create and maintain a culture where you can own your work and are encouraged and given resources to try new ideas. Check us out on Glassdoor to see what others are saying about working at Procore.
We are an equal-opportunity employer and welcome builders of all backgrounds. We thrive in a dynamic and inclusive environment. We do not tolerate discrimination against candidates or employees on the basis of gender, sex, national origin, civil status, family status, sexual orientation, religion, age, disability, race, traveler community, status as a protected veteran or any other classification protected by law.
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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://www.procore.com/jobs.
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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