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Senior Manager of Customer Support

ClickUp

ClickUp

Customer Service
Philippines
Posted on Thursday, January 25, 2024

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 role-based AI tools. Our dedication to enhancing productivity has earned us recognition on prestigious lists including the Forbes Cloud 100, Fast Company's Most Innovative Companies, Inc. Power Partners and #1 on two of G2's Best Software Products Lists for 2023 - #1 Project Management Product and #1 Collaboration and Productivity Product. 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. 🦄

At ClickUp, customer service isn't just a job title; it's at the heart of everything we do. Our #1 core value is to provide the best customer experience, period. If you are eager to learn, driven by helping those around you, and ready to make an impact at a fast-growth company, join our Support team.
Help customers unlock their potential and raise the standards when it comes to productivity. Come and join a team where you can focus on understanding our customer's goals, offering out-of-the-box solutions, and being surrounded by team members who are just as driven as you are!

The Role:

  • Lead, develop, and mentor a team of 3 - 6 Customer Support Managers who oversee our Customer Support Reps.
  • Set performance goals and strategic direction to achieve organizational goals while promoting a positive and high-performance culture.
  • Consistently coach and provide actionable feedback to Managers to promote career development while maintaining support standards.
  • Ensure individual and team goals are met.
  • Assist with navigating resolutions to challenging incidents, including cross-functional, regional, and customer escalations as needed.
  • Collaborate with the Support Operations Teams to optimize systems and processes.
  • Cultivate strong relations with cross-functional departments and other business partners within the organization to better support the platform and the needs of the team.
  • Participate in the hiring and onboarding process to continue growing our support team.
  • Serve as a thought leader, customer advocate, and partner to the team and to our customers.
  • Cultivate a culture of engagement, ongoing learning, and high performance.
  • Maintains a current knowledge of our product and has the ability to dive deep into technical tickets.
  • Fluency in technical terminology and a strong understanding for moderating appropriate troubleshooting steps for complex tickets.

Key Responsibilities:

  • Responsible for team performance and retention.
  • Own building and optimizing processes for driving internal efficiencies, issue resolution, customer satisfaction, and SLA success.
  • Ensure the success of each Customer Support Manager and the overall Customer Support leadership team.
  • Conduct regular 1:1s with direct reports and facilitate performance reviews in conjunction with the organizational infrastructure.
  • Conduct skip-level meetings with Reps as needed
  • Own the overall team performance, ensure low performers are being measured and actioned, and high performers are continuously being mentored for sustained high performance and development.
  • Maintain a close pulse on team-wide skill levels and possible knowledge gaps, and communicate closely with the Training Manager to develop role-specific or skill-specific trainings as needs arise.
  • Develop and execute upon Customer Support specific OKRs and facilitate meetings with key stakeholders to ensure timely progress is being made prior to each quarter’s end.
  • Conduct weekly functional Management Syncs to enable consistent calibration on processes, best practices, and change management that may affect people managers or the broader Customer Support team.

Critical Metrics:

  • Customer Support SLA for all key channels (email, chat, etc.)
  • Productivity - SPH + SA
  • Internal Quality Scores - Business Critical, Customer Critical, Compliance Critical, and Non-Critical
  • Customer Satisfaction (CSAT)
  • Customer Effort Score (CES)
  • Employee Engagement Score

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.