Technical Customer Support Manager

About the role

Procore is seeking a Technical Customer Support Manager to lead its newly launched Cairo support site. This hybrid role (3 days onsite) will shape the culture of the local team while collaborating with global support hubs to ensure client success across the MENA region.

Key responsibilities

• Lead and inspire a team of 10‑15 Technical Customer Support Representatives delivering phone, chat, and email support.
• Foster a high‑performance culture through quality coaching, KPI accountability, and leading by example.
• Act as Cairo Support Site Leader, managing day‑to‑day operations and removing roadblocks for complex technical issues.
• Research and implement process improvements to boost productivity and efficiency.
• Analyze customer data to guide staffing, shift scheduling, and team structure decisions.
• Collaborate across Procore to establish best practices and drive regional market leadership.
• Support team members’ career development and maintain high employee satisfaction.

Required profile

• University degree, technical academy certification, or equivalent experience in a high‑growth tech environment.
• Minimum 3 years of experience leading a customer or technical support team in a SaaS contact‑center setting.
• Proven ability to work independently, adapt leadership style, and manage escalations.
• Excellent written and verbal communication skills for diverse stakeholder audiences.

Required skills

• Experience with Salesforce Service Cloud.
• Experience with Zendesk.
• Experience with ServiceNow.