Manager, Customer Support

We are seeking a Manager, Customer Support to lead and expand a team of top-tier Customer Support Representatives who deliver both front-line and dedicated support to our clients via phone, email, and live chat. In this role, you will act as a trusted advisor to both your direct reports and Levelset's customers, fostering strong relationships with internal and external stakeholders. Your primary focus will be on ensuring that Levelset's customers receive excellent support, education, and are fully integrated into our platform.As a successful Manager, Customer Support, you will play a key role in establishing and maintaining positive customer relationships. You will also provide industry and technology thought leadership while embodying Procore's values of Openness, Optimism, and Ownership. You will collaborate closely with our Install-Base Sales and Account Executive teams, Customer Success, and Research teams, implementing best practices and solutions to guarantee that customers are positioned for success and are achieving their business goals.This position reports to the Director of Customer Success. We are looking for someone to join us immediately.What you’ll do:Oversee and enhance the workflow of the team to achieve or surpass customer support SLAsLead, inspire, and develop a team of 3-5 Support Representatives and 1 Supervisor for our Premier Support RepresentativesMentor Customer Support Representatives and team leads to attain personal and professional goalsManage customer escalations to ensure positive interactions and create referenceable customersAnalyze customer data to inform decisions on shift scheduling, staffing, team changes, and programmingResearch and implement process improvements to boost team efficiency and effectivenessIdentify issues and risks; initiate corrective actions and mitigation strategies as neededWork with all levels of the Levelset and Procore organization to develop best practices to drive customer success and Procore’s evolution as a market leaderCoordinate the management of multiple operational and program work streams as neededWhat we’re looking for:4 + years of experience managing support services or a call center in a SaaS environment Experience with a ticketing system (e.g. Salesforce, Service Cloud, Desk)Demonstrated ability to lead independently and adapt management style to rapid organizational and platform changesAbility to successfully lead and empower diverse and inclusive teamsHighly organized and detail-oriented with a natural inclination for planning strategy and tacticsStrong communication skills with the ability to articulate messages to a variety of stakeholders and audiencesAcute business acumen and understanding of business organizational issues and challengesExperience operating and delivering results in a customer support environment