Electronicsearch

New Job Opportunity: Procore Customer Support Manager – Virtual Office

Contact: Steve Eddington      Ref: 8062

Company Description:

Our client is a national leader in construction technology, quality management, and managed services. Their Procore Managed Services team supports thousands of users across mission-critical, infrastructure, and commercial construction projects nationwide. This role offers the opportunity to lead a high-impact support organization while directly influencing customer success and business profitability.

Position Summary:

Our client is seeking an experienced Procore Customer Support Manager to lead and scale our Procore Managed Services (MSP) support function. This role oversees day-to-day Procore customer support operations, manages a team of Procore support specialists, ensures high-quality service delivery, and maintains strict time-tracking discipline in Zendesk to support profitability, utilization, and margin targets.

The ideal candidate brings deep, hands-on expertise with the Procore platform, strong operational leadership, and a data-driven mindset focused on service efficiency, customer satisfaction, and financial performance.

Key Responsibilities:

Procore Managed Services Leadership

• Manage the delivery of Procore Managed Services for clients across all supported Procore modules.
• Serve as the escalation point for complex Procore configuration, workflow, and support issues.
• Ensure consistent, high-quality customer support aligned with company service-level agreements (SLAs).
• Partner with the Director of MSP to continuously improve service offerings, workflows, and support models.

Team Management & Performance

• Lead, mentor, and develop a team of Procore Customer Support Specialists and Implementation Resources.
• Establish clear performance expectations, utilization targets, and quality standards for the support team.
• Conduct regular one-on-ones, performance reviews, and skills development planning.
• Build a culture of accountability, customer focus, and operational excellence.

Procore Platform Expertise

• Maintain expert-level knowledge of the Procore ecosystem, including (but not limited to):
• Project Management
• Financial Management
• Document Control
• Field Productivity
• Workflows, permissions, and reporting
• Guide best-practice implementations, optimizations, and client adoption strategies.
• Support onboarding of new MSP clients and ongoing optimization of existing accounts.

Zendesk, Time Tracking & Profitability

• Enforce accurate and timely time tracking in Zendesk for all customer support activities.
• Monitor ticket volumes, response times, resolution times, and billable vs. non-billable effort.
• Analyze time and ticket data to ensure MSP engagements remain profitable and within scope.
• Identify trends, inefficiencies, and opportunities to improve margins and resource allocation.

Reporting & Metrics

• Produce regular operational and financial reports for the Director of MSP, including:
• Ticket metrics and SLA performance
• Utilization and time tracking compliance
• Client health and support trends
• Profitability and margin insights
• Support executive-level reporting on MSP performance and growth initiatives.

Client Relationship Management

• Act as a trusted advisor to MSP clients regarding Procore usage, workflows, and optimization.
• Participate in client check-ins, QBRs, and escalation calls as needed.
• Ensure customer satisfaction while balancing scope, efficiency, and profitability.

Required Qualifications:

• 5+ years of hands-on experience with the Procore platform in a support, implementation, or administrative capacity.
• Proven experience managing a customer support or managed services team, preferably in construction technology or SaaS.
• Deep functional knowledge of Procore modules, permissions, workflows, and best practices.
• Strong working knowledge of Zendesk, including ticket workflows, reporting, and time tracking.
• Demonstrated ability to manage utilization, track billable time, and support service profitability.
• Excellent leadership, communication, and client-facing skills.
• Highly organized with strong analytical and problem-solving abilities.

Preferred Qualifications:

• Procore certifications (Admin, Project Manager, or Financials preferred).
• Experience supporting enterprise or multi-project Procore environments.
• Background in construction management, engineering, or project controls.
• Experience working within a Managed Services or MSP delivery model.

Key Competencies:

• Procore Subject Matter Expertise
• Customer Support & Service Delivery Excellence
• Team Leadership & Coaching
• Time Tracking, Utilization & Margin Management
• Data-Driven Decision Making
• Process Improvement & Operational Scaling

Compensation: Based on Experience

Email resume to resume@electronicsearch.com and put Ref# 8062 in the subject line.