Technical Customer Support Manager

We’re looking for a Technical Customer Support Manager to join Procore’s Solution on Demand organization.

In this role, you will

• promote a high-performance and customer-focused culture while helping to build a team of top-tier Technical Customer Support Representatives.
• You will collaborate with other members of our global Support Management team to ensure client success and enhance employee satisfaction.
• Following the exciting launch of our Cairo team in April of this year, this marks our very first local leadership hire.
• You’ll have a unique opportunity to shape the culture of this expanding site from day one while collaborating directly with our established global hubs.
• This is a hybrid position with a requirement to be on-site 3 days a week at our Cairo office.This position will report to the Senior Manager, Technical Customer Support in Ireland.
• We’re looking for a candidate to join us immediately!
• What you'll do: Lead and inspire a high-performing team of 10-15 Technical Customer Support Representatives to deliver an excellent customer experience globally, with a focus on the MENA region, via phone, live chat, and email.
• Foster a high-performing culture by conducting quality coaching, leading by example, and holding your team accountable to our Key Performance Indicators (KPIs) Serve as the Cairo Support Site Leader, managing local day-to-day support operations and clearing roadblocks to empower your team and our regional customers to resolve complex technical challenges.
• Elevate Productivity by researching and driving process improvements to increase team efficiencies and effectiveness.
• Analyze 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 organization and local teams.
• What we’re looking for: University degree, technical academy certification, or equivalent practical experience in a high-growth tech environment.
• Experience in a SaaS environment, with 3+ years of experience leading a customer support or technical support team in a contact center.
• 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 organizational and platform changes.
• Strong business acumen with an understanding of the issues and challenges support organizations face.
• Comprehensive knowledge of support metrics and key performance indicators (KPIs), with the capability to drive high performance within a support team.
• Highly organized and detail-oriented, able to manage and contribute to projects, prioritize workload effectively, and meet commitments consistently.
• A self-starter who pairs a deep familiarity with the Cairo tech ecosystem and operational landscape with a proven passion for hiring, onboarding, and scaling a local team from scratch.