Senior Manager, Technical Customer Support

CR - Costa Rica - Heredia💼 Full-time🗓 2026-10-02 → 2026-10-07

Core

Lead the Technical Customer Support team in a SaaS environment, driving strategic initiatives, scaling operations, and optimizing performance metrics while acting as the local site lead for the Heredia office.

Role type

Senior Manager, Technical Customer Support (Hands-on IC with leadership focus)

Builds

Scalable support operations, automated workflows, and a thriving leadership pipeline for the Costa Rica office

Domain

SaaS / Technical Customer Support

Required skills

Team coaching and mentorship, operational gap analysis, performance metrics management (OSAT, FCR, SLAs), workflow automation, cross-functional partnership, executive reporting, site leadership

Preferred skills

None stated (via careerplan.io/jobs/R0018766-senior-manager-technical-customer-support-at-procore)

Technologies

Salesforce, Power BI, Tableau, Atlassian, Seismic

Responsibilities

Coach and develop frontline support managers and supervisors; Monitor and report on performance metrics to executive leadership; Analyze workflows to eliminate bottlenecks and drive automation; Serve as senior escalation point for complex technical issues; Act as primary local site leader for the Costa Rica office

Seniority

Senior, hands-on IC with leadership responsibilities

About Procore

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.