Mariah Escobar

I’m a Strategic Support Leader with 10+ years of experience in SaaS and FinTech, specializing in scaling multi-tiered support organizations by blending AI-driven efficiency with human-centric service. I build and deliver 3–5 year strategic roadmaps, reduce churn, and develop high-performance cultures through clear execution and continuous improvement.

At Procore Technologies as Senior Manager, ERP Support, I author and execute a 3-year transformation vision focused on customer retention, implementing automated workflows and AI-assisted support tools to improve time-to-resolution while maintaining 93%+ CSAT. I lead multi-tiered teams across global support channels, drove 20% headcount growth alongside improved engagement scores, and introduced an RCA framework that reduces churn risk through smarter escalation handling. I’ve also partnered with Product and Engineering to act on the voice of the customer, helping reduce recurring technical bugs by 12%, while earlier roles launched live ERP integration queues, improved real-time resolution by 53%, and strengthened operational performance through bi-weekly coaching and Tableau-driven KPI analysis.