Manager, Customer Support
Job Description
We’re looking for a Customer Support Manager to join Procore’s Solution on Demand organisation.
In this role, you will promote a high-performance and 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.
This is a hybrid position with on-site requirements at our Dublin office.
This position will report to the Senior Manager, Customer Support in Ireland. We’re looking for a candidate to join us immediately!
What you'll do:
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.
What we’re looking for:
Bachelor's degree or equivalent experience.
Experience in a SaaS environment, with 3+ years of experience leading a customer support or technical support team in a contact centre.
Experience working with customer relationship management (CRM) systems such as Salesforce Service Cloud, Zendesk, and ServiceNow, and proficiency in other customer support-related software.
Excellent communication and escalation management skills, with the ability to convey messages effectively to diverse stakeholders and audiences in written and verbal formats.
Demonstrated ability to lead independently and adapt your management style to rapid organisational and platform changes.
Strong business acumen with an understanding of the issues and challenges support organisations face.
Comprehensive knowledge of support metrics and key performance indicators (KPIs), with the capability to drive high performance within a support team.
Highly organised and detail-oriented, able to manage and contribute to projects, prioritise workload effectively, and meet commitments consistently.
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 diverse, 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.
If you'd like to stay in touch and be the first to hear about new roles at Procore, join our Talent Community.
#LI-Hybrid
Additional Information
Base Pay Range €72,000 - €99,000. Eligible for Bonus Incentive Compensation. Procore is committed to offering competitive, fair, and commensurate compensation, and has provided an estimated pay range for this role. Actual compensation will be based on a candidate’s job-related skills, experience, education or training, and location.
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:
Health:
Private medical insurance for yourself and immediate family with no excess payments
Life and income protection insurance
Quarterly wellness stipend
Wealth:
Company pension plan
Employee stock purchase plan
Leisure: 25 days of paid holidays per year (in addition to public and company holidays)
Enrichment: Employee learning and development programmes, and friends and family events
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.
If you'd like to stay in touch and be the first to hear about new roles at Procore, join our Talent Community.
Alternative methods of applying for employment are available to individuals unable to submit an application through this site because of a disability. Contact our benefits team here to discuss reasonable accommodations.
Average salary estimate
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Are you ready to take your customer support career to the next level? Join Procore as a Customer Support Manager in Dublin, Ireland, where you'll play a crucial role in promoting a high-performance, customer-first culture. In this exciting position, you’ll lead a multilingual team of 10-15 Customer Support Representatives, helping them deliver exceptional support over email and live chat. Collaborating with our global Support Management team, you’ll be instrumental in ensuring client success while also prioritizing your team's development and job satisfaction. Your role will involve conducting quality coaching sessions, driving process improvements for efficiency, and analyzing customer data to enhance our support strategies. As a manager, you’ll empower team members to reach their career goals while keeping yourself well-informed about industry trends and best practices. Plus, with a supportive and inclusive culture at Procore, you’ll find a workplace that values innovation. If you're looking for a hybrid role with on-site opportunities in Dublin and report to the Senior Manager, this is your chance to shine. We can't wait for you to become part of our mission to build software that builds the world. Come be a key player in our team and help shape the future of construction management software!
Our mission improves the lives of those in construction, but it's so much more than that. Our technology helps build hospitals, community centers, stadiums, roadways and more. It helps our customers do their work faster and safer while reducing bu...
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