Offer summary

Qualifications:

4+ years of management or leadership experience, 2+ years of Technical Support management, Strong technical background with troubleshooting skills, Excellent hiring skills and experience with helpdesk software..

Key responsabilities:

Manage the daily operations of the Technical Support team

Host guidance meetings and coach team members through 1-1 sessions

Optimize team performance for ticket resolution and response times

Drive cross-functional initiatives between Engineering, Product, and Customer Support departments.

Job description

ClickUp is the world’s only all-in-one productivity platform that flexes to the way people want to work. It replaces all individual workplace productivity tools with a single, unified platform that includes project management, document collaboration, whiteboards, spreadsheets, and AI. With our headquarters based in San Diego and a rapidly expanding global presence, we are shaping the future of work. Join our team at ClickUp, one of the fastest-growing SaaS companies worldwide, and help millions of users be more productive - saving them at least one day every week. 🦄

You’ll be managing a team of Technical Support Specialists and lead the team to green pastures!

Having the ability to dive deep into technical tickets that require escalation, have a deep understanding of our product, implement OKRs for the department, and make sure the department is achieving excellent CSAT scores, and meeting service level agreements.

While we’re scaling quickly, we are recruiting teammates who share our core values, know how to get things done, and would add a lot to our extremely driven culture!

The Role:

Managing the Technical Support team's daily operation.
Enforcing and improving our company's high standards.
Hosting guidance meetings with the Technical Support team.
Optimizing the team's performance for tickets, bug forms, and more
Coaching each member of the team through regular 1-1 sessions.
Improving response time averages and implementing SLAs where needed
Creating and improving systems, processes, saved responses, and information dissemination to better support the platform.
Driving cross-functional initiatives between Engineering, Product and the Customer Support departments
Provide design consultation and standard methodology mentorship for rollout, implementation, and policy conversion during the 'pre-sales' process for strategic opportunities

Qualifications:

4+ years of management or leadership experience
2+ years of Technical Support management
Strong technical background - you should be able to understand moderate troubleshooting steps, know what the difference between the Frontend and Backend are, and be able to quickly identify a severity of a bug so it gets properly triaged
Excellent hiring skills - ability to source, hire, and build out the Tier 2 and 3 teams
Train and coach the team to improve soft and hard skills
Helpdesk software experience
Experience with project management software and other productivity tools, to understand the pain points of our customers (ClickUp is a huge plus!)
Be a team player, you enjoy getting your hands dirty and answering tickets. This is especially true when you need to hop in for escalation tickets
You LOVE work as much as we do and are able to dedicate yourself to the success of this department

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Unsure if you meet all the qualifications of this job description but are deeply excited about the role? We hire based on ambition, grit, and a passion for improving the way people work. If you think ClickUp is the company for you, we encourage you to apply!

ClickUp was founded on a culture of hard work, consistent growth, and a desire to break norms. We’re a values-driven company and hire based on ambition, merit, and a willingness to do what it takes to succeed. We don’t care where you’re from, what you look like, or who you’re in a relationship with—we hire the best people for the job, and create an environment that supports employees on their journey to do the most exciting work of their lives! ClickUp is an Equal Opportunity Employer, and qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin.

ClickUp collects and processes personal data in accordance with applicable data protection laws.

If you are a European Job Applicant, see our privacy policy for further details.
If you are a Philippine Job Applicant, see our privacy policy and our Philippine Data Privacy Notice for further details.

Please note we are unable to sponsor or take over sponsorship of an employment visa for roles outside of engineering and product at this time. Sponsorship for engineering and product roles is not guaranteed, but is instead based on the business needs for that specific role at that time. Please reach out to the recruiter with any questions.

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