Manager, Technical Support at ClickUp

Worldwide

<p>At ClickUp, we’re not just building software. We’re architecting the future of work! In a world overwhelmed by work sprawl, we saw a better way. That’s why we created the first truly converged AI workspace, unifying tasks, docs, chat, calendar, and enterprise search, all supercharged by context-driven AI, empowering millions of teams to break free from silos, reclaim their time, and unlock new levels of productivity. At ClickUp, you’ll have the opportunity to learn, use, and pioneer AI in ways that shape not only our product, but the future of work itself. Join us and be part of a bold, innovative team that’s redefining what’s possible! 🚀</p><p> </p>   You’ll be managing a team of Technical Support Specialists and lead the team to green pastures! <br/>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. <br/>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! <p> </p>   <strong>The Role:</strong> <p> </p> <ul> <li>Managing the Technical Support team's daily operation.</li> <li>Enforcing and improving our company's high standards.</li> <li>Hosting guidance meetings with the Technical Support team.</li> <li>Optimizing the team's performance for tickets, bug forms, and more</li> <li>Coaching each member of the team through regular 1-1 sessions.</li> <li>Improving response time averages and implementing SLAs where needed</li> <li>Creating and improving systems, processes, saved responses, and information dissemination to better support the platform.</li> <li>Driving cross-functional initiatives between Engineering, Product and the Customer Support departments</li> <li>Provide design consultation and standard methodology mentorship for rollout, implementation, and policy conversion during the 'pre-sales' process for strategic opportunities</li> </ul> <p> </p> <strong>Qualifications:</strong> <ul> <li>4+ years of management or leadership experience</li> <li>2+ years of Technical Support management</li> <li>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</li> <li>Excellent hiring skills - ability to source, hire, and build out the Tier 2 and 3 teams</li> <li>Train and coach the team to improve soft and hard skills</li> <li>Helpdesk software experience</li> <li>Experience with project management software and other productivity tools, to understand the pain points of our customers (ClickUp is a huge plus!)</li> <li>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</li> <li>You LOVE work as much as we do and are able to dedicate yourself to the success of this department<br/><br/><br/></li> </ul> <p>#LI-Remote #LI-GP2</p> <p> </p> <p>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!</p> At ClickUp, we assess every candidate based on the potential impact they can have. We hire the best people for the job and support each person’s journey to build their boldest career.   <em>C<span>lickUp 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.</span></em> <p><em>ClickUp collects and processes personal data in accordance with applicable data protection laws.</em></p> <ul> <li><em>If you are a European Job Applicant, see our <a href="https://clickup.com/terms/privacy" target="_blank">privacy policy </a>for further details.</em></li> <li><em>If you are a Philippine Job Applicant, see our </em><a href="https://clickup.com/terms/privacy" target="_blank"><em>privacy policy</em></a><em> and our </em><a href="https://t333.s.clickup-attachments-stg.com/t333/d9a53ce2-6d2c-48cd-84b1-ed4e525f9613/Philippine%20Data%20Privacy%20Notice_2024.pdf?view=open" target="_blank"><em>Philippine Data Privacy Notice</em></a><em> for further details. </em></li> </ul> <p><em>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.</em></p> <p>ClickUp Talent Acquisition will only initiate contact via an <strong>@clickup.com</strong> email or through our official careers portal on <a href="http://clickup.com/" target="_blank">clickup.com</a>. We will never request fees, payments, or sensitive personal information. Please disregard any offers received outside these channels and report them to support@clickup.com.</p>