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Director of Customer Support

ClickUp

ClickUp

Customer Service
Philippines
Posted on Friday, January 26, 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.
We are seeking an experienced and dynamic Director of Customer Support to lead our global user-facing support teams. The ideal candidate will possess a strategic mindset with the ability to drive performance through metric-based KPIs and deliver process improvements that enable cost-effective scaling of high-quality support services.

Key Responsibilities:

  • Leadership and Team Management:
    • Provide strong, dynamic leadership that mentors, develops, and guides team members to efficiently deliver top-notch customer service.
    • Manage multiple regional customer support managers and their respective teams to ensure a cohesive global strategy is implemented effectively.
    • Lead our global Customer Support, Billing Support and Support Operations (Workforce Management, Quality, Training) teams.
  • Strategic Planning and Execution:
    • Develop and implement comprehensive support strategies that align with company goals and objectives.
    • Translate support strategies into achievable OKRs and oversee execution across teams.
    • Ensure the creation of scalable support processes and systems that accommodate growth and change while maintaining quality and service standards.
  • Performance Metrics and KPI Oversight:
    • Oversee the establishment and monitoring of support metrics and KPIs to assess the effectiveness of customer support services.
    • Analyze performance data to identify trends, anticipate potential issues, and implement corrective actions as needed.
  • Quality Assurance and Process Improvement:
    • Lead initiatives to increase the efficiency and effectiveness of support services through continuous process evaluation and improvement.
    • Collaborate with cross-functional teams to integrate customer support with overall business processes.
  • Budget and Resource Management:
    • Manage the customer support budget responsibly, ensuring optimal allocation of resources.
    • Drive initiatives that contribute to long-term operational excellence, including technology enhancements and training programs.
  • Customer Relationship Management:
    • Foster a customer-centric culture within the team, ensuring that all customer interactions result in high satisfaction.
    • Work closely with the customer success and product teams to provide feedback loop on customer insights and product improvements.

Qualifications:

  • Bachelor’s degree in Business Administration, Communications, or related field; Master’s degree preferred.
  • Minimum of 10 years of experience in customer support/service or operations, with at least 5 years in a leadership role managing large, distributed teams.
  • Experience leading operational teams with a focus on process optimization and scalable efficiency
  • Hands on experience with Support technologies and tooling (Zendesk, Salesforce, Chatbot tools, AI agent assistance)
  • Proven track record of delivering customer support excellence in a high-growth environment.
  • Strong analytical skills with the ability to turn insights into executable strategies.
  • Exceptional communication and interpersonal skills, with the aptitude to motivate and lead a diverse team.
  • Experience leading in process heavily environments such as call centers or BPO highly preferred.

What We Offer:

  • A competitive salary and benefits package.
  • An opportunity to lead and shape the future of customer support in a fast-paced, innovative environment.
  • A collaborative culture that values every team member's contribution towards our goal of customer satisfaction.
  • Continuous professional development and career growth opportunities.

If you are passionate about providing unparalleled customer experiences and thrive in a fast-paced, collaborative environment, we would love to hear from you. Join us in driving the success of our global customer support operations by applying today!

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.