We’re looking for a Senior Manager, Technical Customer Support to join Procore’s Technical Customer Support department. In this role, you’ll spend approximately 85% of your time leading the technical support team and driving strategic initiatives, while dedicating the remaining 15% to acting as the local site lead. Your primary goal is to directly manage, coach, and support our frontline leaders while actively launching projects to scale the department, optimize performance, and elevate our overall capabilities.
As a Senior Manager, Technical Customer Support, you’ll partner with cross-functional teams like IT, Customer Success, Workplace Experience, Human Resources, Legal and more to maintain high-quality daily support operations, automate manual tasks, and ensure the success of our Heredia, Costa Rica office. Use your operational excellence, customer experience focus, and passion for employee experience to eliminate systemic bottlenecks, maintain elite performance metrics (like OSAT, FCR, and SLAs), and foster a thriving leadership pipeline. This is a unique opportunity to serve as the highest-ranking leader and acting site lead for our Heredia office, giving you unparalleled visibility and ownership to shape both local culture and global support strategy—Join us today!
This position reports into the Director, Technical Customer Support and will be based in our Heredia, Costa Rica office on a hybrid schedule (3 days in-office / 2 days remote). We’re looking for someone to join us immediately.
What you’ll do:
- Coach, mentor, and develop frontline Technical Customer Support Managers and Supervisors to build their leadership capabilities and empower them to confidently manage their respective teams.
- Identify operational gaps proactively, design scalable solutions, and delegate strategic tasks to the leadership team to maximize organizational impact without waiting for direction.
- Monitor daily, weekly, monthly, quarterly, and yearly performance metrics—including OSAT, ASAT, FCR, AHT, and SLAs—to maintain elite quality standards and hold teams accountable to global service levels.
- Analyze support workflows, tool utilization, and documentation to eliminate systemic bottlenecks, reduce operational friction, and streamline daily work for the support organization.
- Leverage CRM tools, automated workflows, AI, and macros to identify repetitive, manual tasks within daily support operations and drive continuous automation initiatives.
- Own and deliver Weekly, Monthly, and Quarterly Business Reviews (WBR, MBR, QBR) by synthesizing raw operational data into strategic insights and presenting updates directly to the Executive Leadership team.
- Serve as the senior point of escalation for complex technical customer issues or highly frustrated clients to ensure swift, professional resolution.
- Partner cross-functionally with internal teams—such as Workplace Experience, Customer Success, IT and more—to coordinate local office logistics, equipment needs, and global business alignment.
- Act as the primary local site leader for the Costa Rica office by fostering a welcoming workplace culture, resolving site-specific issues, and collaborating with HR, Workplace Experience, IT and other teams to ensure compliance with local statutory requirements.
What We're Looking For
- 5+ years of technical customer support experience within a fast-paced SaaS environment, including a proven track record of directly managing, coaching, and developing Support Managers and Supervisors.
- Excellent written and spoken English with the confidence to present operational updates, performance metrics, and high-level strategy directly to global executives.
- Advanced capability to utilize support platforms (Salesforce, Power BI, Tableau, Atlassian, Seismic) to analyze raw spreadsheet data and performance metrics (CSAT, OSAT, ASAT, FCR, AHT, SLAs) to drive scheduling, hiring, and operational decisions.
- Technical proficiency to identify operational gaps, delegate effectively, and leverage AI, CRM tools, or workflows to automate manual, repetitive tasks.
- Highly adaptable self-starter who thrives in fast-changing environments, making sound decisions with incomplete data and guiding teams smoothly through pivot points and organizational growth.
- Courageous and empathetic coach who is comfortable delivering candid, direct feedback early to address performance gaps while supporting long-term leadership growth.