Job Description

We’re looking for a Premier Customer Support Representative to provide quality and efficient customer service to our Upmarket customers. In this role, you’ll engage and develop relationships with a portfolio of customers and familiarize yourself with their preferences and business goals. This role is a balance between independent work and close partnership with Customer Success Managers, Account Executives, Implementation Managers, and Technical Support to grow account usage and scale the customer base.

The person who fills this role should be interested in growing in the field of Customer Success. This position reports into the Supervisor, Customer Support role and is a part of the broader Support division. We’re looking for someone to join us immediately.

What you’ll do:

• Provide day-to-day customer support and de-escalate issues as needed.

• Clearly explain complex technical concepts to both users and senior stakeholders.

• Identify trends in customer behavior and proactively work with the account team to address them.

• Utilize in-depth product knowledge to resolve product inquiries.

• Collaborate with the Technical Support team on advanced technical issues and manage customer communication.

• Drive positive change management by promoting customer adoption of new processes.

• Advocate for high-ROI feature enhancements and escalate issues that could lead to customer churn.

• Effectively navigate large organizations with intricate structures.

• Summarize and share notes on product updates and enhancements that affect the customer base with the internal team.

What we’re looking for:

• 3+ years experience in Customer Success or Customer Support

• Proven ability to resolve complex customer and product issues

• Demonstrated commitment to building customer relationships

• Perceptive and active listening skills

• Enjoys problem-solving and can assess situations quickly

• Highly collaborative and detail-oriented

• Exceptional follow-through

• Experience supporting C-Suite customers (preferred)

• Experience with CRM tools, such as Salesforce (preferred)

Additional Information

Base Pay Range $22 - $31. Eligible for Bonus Incentive Compensation. Procore is committed to offering competitive, fair, and commensurate compensation, and has provided an estimated pay range for this role. Actual compensation will be based on a candidate’s job-related skills, experience, education or training, and location.

Perks & Benefits

At Procore, we invest in our employees and provide a full range of benefits and perks to help you grow and thrive. From generous paid time off and healthcare coverage to career enrichment and development programs, learn more details about what we offer and how we empower you to be your best.

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 dynamic and inclusive environment. We do not tolerate discrimination against candidates or employees on the basis of gender, sex, national origin, civil status, family status, sexual orientation, religion, age, disability, race, traveler community, status as a protected veteran or any other classification protected by law.

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Alternative methods of applying for employment are available to individuals unable to submit an application through this site because of a disability. Contact our benefits team here to discuss reasonable accommodations.

For Los Angeles County (unincorporated) Candidates:

Procore will consider for employment all qualified applicants, including those with arrest or conviction records, in accordance with the requirements of applicable federal, state, and local laws, including the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance, the Los Angeles County Fair Chance Ordinance for Employers, and the California Fair Chance Act.

A criminal history may have a direct, adverse, and negative relationship on the following job duties, potentially resulting in the withdrawal of the conditional offer of employment: 1. appropriately managing, accessing, and handling confidential information including proprietary and trade secret information, as well as accessing Procore's information technology systems and platforms; 2. interacting with and occasionally having unsupervised contact with internal/external customers, stakeholders, and/or colleagues; and 3. exercising sound judgment.