We’re looking for a Director of International Customer Support to lead our customer support efforts in international markets. The teams, systems, and processes you’ll build and oversee will deliver memorable client interactions through high levels of technical aptitude, strong relationships with our Product team, customer ownership, and overall team development.
As Director of International Customer Support, you’ll regularly interact with clients through feedback sessions, business reviews, and client escalations. You’ll help lead efforts around KPI refinement, process improvement, and mentorship while representing the voice of our international customers throughout Procore. Successful candidates are optimistic, approachable team players who can seamlessly build rapport and establish relationships with clients and colleagues.
This role will report to the VP of Customer Support and will be based out of our Dublin office. We're looking for someone to join us immediately.
What you'll Do:
- Deliver world-class support experiences for Procore’s clients with high CSAT and resolution rates while scaling our international support programs responsibly.
- Lead strategic, cross-functional projects and programs that enable support to international clients, including, but not limited to multi-lingual support, Premier Support, etc.
- Lead efforts to evaluate, identify, and onboard near-shore and off-shore partners to provide support to international clients
- Develop and lead a structured cadence of partner performance reviews to deliver high-quality customer service and meet contractual obligations
- Manage relevant metrics to measure the performance of our international support teams, including FCR, CSAT, QC, NPS, and other KPIs
- Recruit, develop, mentor, and inspire a team of managers and advocates by cultivating an inclusive and engaging culture measured by high retention and employee satisfaction, resulting in superior performance
- Ensure an efficient initial onboarding and continuous education process for our Customer Support teams and partners
- Regularly meet with clients to address support needs and gather feedback. Aggregate and organize customer data for our Product team for continuous improvement and contact center deflection
What we’re looking for:
- 5+ years of Senior Customer Service, Client Support, or Customer Success management experience for a SaaS-based organization
- Experience building and managing international support programs
- Prior experience with leading NPS and CSAT for a product-focused company
- Expertise in customer experience with a proven record of developing customer-facing strategies to drive customer satisfaction, retention, and growth
- Proficiency in business process innovation and improvement
- Experience successfully building and leading diverse teams
- Experience in delivering and leading a Premium Support offering
- Ability to clearly distinguish between big-picture items and important details.
- Experience in managing budgets, forecasting, and productivity analysis
- Advanced knowledge of Google Suite and MS Office Suite
- Top-notch communication skills (verbal, written, and visual) across multiple audiences while remaining clear, concise, and diplomatic
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 diverse, dynamic, and inclusive environment. We do not tolerate discrimination against candidates or employees on the basis of gender, civil status, family status, sexual orientation, religion, age, disability, race, traveller community, or any other classification protected by law.
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