Customer Support Team Lead
hace 1 mes
About Us
Procore Technologies is a leading software company that empowers construction professionals to build the world.
We offer cloud-based construction management solutions that streamline project workflows and improve efficiency. Our innovative technology has made us a preferred choice for clients worldwide.
Our Culture
We take pride in creating an inclusive work environment where employees feel valued, empowered, and encouraged to innovate. We celebrate diversity and welcome individuals from all backgrounds who share our passion for building great things.
The Opportunity
We are seeking a highly motivated and experienced CUSTOMER SUPPORT TEAM LEAD to join our team in Heredia, Costa Rica. As a key member of our support organization, you will be responsible for leading a team of Customer Support Representatives to deliver exceptional customer experiences.
Your Responsibilities
- Manage and motivate a team of 10-15 Customer Support Representatives to achieve high levels of customer satisfaction and issue resolution.
- Collaborate with cross-functional teams to develop best practices and drive business growth.
- Coach and develop team members to enhance their skills and performance.
- Analyze customer data to inform decision-making and drive process improvements.
- Ensure seamless communication with customers through various channels, including email and live chat.
Requirements
To succeed in this role, you should have:
- A bachelor's degree or equivalent experience in a related field.
- 3+ years of experience in a SaaS environment, preferably in customer support or call center management.
- Experience with CRM systems, such as Salesforce or Service Cloud.
- Demonstrated leadership skills and ability to adapt to rapid organizational changes.
- Excellent communication and interpersonal skills.
What We Offer
In return for your hard work and dedication, we offer a competitive salary of $80,000 - $110,000 per year, depending on experience, plus benefits and opportunities for professional growth and development.
How to Apply
If you are a motivated and talented individual who is passionate about delivering exceptional customer experiences, please submit your application, including your resume and a cover letter explaining why you are the ideal candidate for this role.
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